User Services Analyst

At Networked Insights, we enable brands to connect with and expand their opportunity audiences. Our solution, Kairos, analyzes and organizes real-time consumer data from the social web to uncover strategic, actionable insights. Kairos helps brands deeply understand their opportunity audiences, create content that connects with them, choose the right media investments, and track the connectedness of those audiences.

The User Services team provides prompt, productive end-user support of Kairos, Networked Insights’ SaaS platform. As a member of this team, a User Services Analyst will predominantly liaise between internal and external users and Product Development and Engineering. Their ability to internalize and articulate product bugs, enhancements, and functionality, plus clear communication skills and technical competency, provide Support, Build Knowledge, and Engage users. An ideal candidate will thrive as an individual contributor, as well as in collaborative settings, by providing timely support to users, input on process improvement, and designing support-related content for users. The role requires an ability to blend technical, creative, and communication skills to support all Kairos users.

* Serve as a knowledgeable resource for Users who contact the User Services team with Kairos-related questions * Execute end-to-end client and user configuration process * Trouble-shoot and effectively communicate issues to both users and Product and Engineering teams * Manage priorities and effectively complete day to day tickets and long term projects * Assist the User Services Manager in the creation and management of Help content and product training videos * Effectively communicate with users * Work with Product Development, Engineering, and Customer Success teams to prioritize Kairos bugs and enhancements * Participate in User Acceptance Testing to provide feedback on system enhancements prior to feature releases

* Bachelor’s degree with one to three years of experience working with/supporting a SaaS product; Customer Service, training and/or technical support experience a plus * Superior written and verbal communication skills * Proficiency using Microsoft Office (primarily Excel, PowerPoint, and Word) * Ability to effectively manage day to day tasks and long-term projects with the passion and desire to increase the scope of the User Services team * Knack for quickly identifying issues and implementing solutions * Active listener who asks the “right” questions to fully understand a request * Team-player who is eager to collaborate and welcomes open discussion in order to problem solve * Passion for problem solving and service with an entrepreneurial mindset * Prior experience with user acceptance testing a SaaS product * SQL skills preferred but not required * Prior experience in a “Help Desk” or ticket environment, and more specifically, working with 3rd party customer service solutions like UserVoice or Zendesk preferred but not required