Customer Service Systems Analyst

Job Description

Zenni Optical, a company committed to providing affordable eyewear, is seeking a skilled Systems Analyst/Administrator to join their Operational Excellence Customer Service team. This role is crucial for managing and optimizing the tools and systems used by the customer service department. The ideal candidate will possess strong analytical and problem-solving skills, with the ability to collaborate effectively across teams.Responsibilities include:

• Assessing and implementing new customer service tools.
• Managing customer service systems, including troubleshooting and user management.
• Optimizing system performance and streamlining processes.
• Developing documentation and providing support to customer service teams.
• Utilizing data analytics tools to extract insights from customer service metrics.
• Collaborating with IT teams and vendors to align system capabilities with business objectives.
• Ensuring customer service systems adhere to regulatory requirements and security standards.
• Staying updated on emerging technologies and industry trends.

Requirements:

• 5+ years of experience in systems analysis or administration within a customer service environment.
• Proficiency in implementing and managing customer service tools (CCaaS, LMS, ticketing platforms, knowledge bases).
• Strong analytical skills and the ability to translate business requirements into technical solutions.
• Excellent communication and interpersonal skills.
• Knowledge of industry regulations (GDPR, PCI DSS) and security best practices.
• Experience with data analysis and visualization tools (SQL, Tableau) is a plus.
• Experience with Gladly, Stella Connect/Medallia, Maestro QA, Assembled, Freshworks is preferred.

Zenni Optical offers:

• Annual Bonus Program
• 100% medical, dental, and vision coverage for employees (50% for dependents)
• 401k with 4% employer match
• Generous PTO and a Week of Zen
• Fully Paid Parental Leave
• Tech Stipend
• Annual Zenni Gift Card