IDEX Client Support Analyst in Northbrook, Illinois
If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.
With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses (https://www.idexcorp.com/our-businesses/business-segments/) around the globe, chances are, we have something special for you.
The Client Support Analyst provides professional, customer-focused technical and application support for ADS customers, whether the question originates from an internal project team or a solutions-focused end user. This position is the initial point of contact for ADS’s customers pertaining to any technical issue or functional question with our solutions platform. The Client Support Analyst is responsible for customer support and for liaising with people and functions across the company to resolve customer issues. The person in this position must gain product knowledge through training and exposure to the ADS solution set (hardware, software and services).
Provide telephone, email and Zendesk support to internal and external customers
Document/Update all support cases with Zendesk. Assign case numbers to customer support calls or emails. Monitor all open cases and ensure that each client is updated on their progress of their case.
Assign technical or functional problems that cannot be resolved to the appropriate internal person and function for resolution. Follow up as needed with internal staff to ensure issues are resolved.
Work with other ADS resources to resolve system deployment/implementation related issues
Communicate issues to the QC department and Software/Hardware development teams. Support the ADS QC department in the testing of new software and hardware releases as requested.
Provide input and analyses on systems functionality and aid in the planning of new requirements.
Provide input to improve product documentation and training
Completes special projects and travel as requested
Knowledge, Skills and Abilities
Four-year degree from an accredited institution or 3-5 years equivalent experience required. Technical backgrounds such as computer science, information systems, mathematics or equivalent is desired.
High energy and a “can do” attitude as demonstrated in previous academic or work history.
Ability to manage multiple assignments simultaneously with effective time management skills to meet deadlines.
Candidate will need a strong work ethic and discipline for working remotely.
Ability to build relationships, work effectively in a team with in-person and remote individuals and work independently.
Exceptional verbal and written communication skills with strong attention to detail.
Proven experience in troubleshooting hardware and software applications.
Superior problem-solving ability, initiative and resourcefulness.
Proficiency with Microsoft Office Suite and ADS hardware and software.
Must be able to pass a background screening to include, but not limited to, criminal, drug and credit screenings.
Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?
IDEX is an Equal Opportunity Employer and Affirmative Action Employer. IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws (Minorities/Females/Protected Veterans/Disabled).
Business Unit: ADS
Job Segment: FMT Fluid & Metering Technologies