Client Services Analyst 1

at IDEX in Northbrook, Illinois, United States

Job Description

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.

Overall Purpose

The CSA1 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).

Job Responsibilities

+ Demonstrate a strong understanding of mathematics and basic statistics.

+ Demonstrate a good understanding of basic hydraulics, especially as related to the measurement and calculation of flow in sewer systems.

+ Analyze data for calibration, trends, patterns, and outliers, using graphical and statistical analysis.

+ Follow standard processes for routine data processing and preparation of data for review and audits.

+ Demonstrate good attention to detail and an ability to organize and handle multiple tasks.

+ Demonstrate a good understanding of a typical field monitor installation, including an on-site visit to a flow monitor location accompanied by an experience field crew.

+ Demonstrate a good understanding of the methods of flow monitoring, including field procedures.

+ 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.

Knowledge, Skills, and Abilities

+ BA/BS degree from an accredited institution or 1-2years equivalent experience as a certified ADS HDA1 or EFT1. Technical backgrounds such as computer science, information systems, mathematics or equivalent is desired.

+ Familiarity with ADS Product Lines and has completed Sewer University is a plus.

+ Must have strong technical skills with computer systems.

+ 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.

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?

Total Rewards

The compensation range for this position is $51,400.00 – $77,000.00, depending on experience. This position may be eligible for performance based bonus plan.

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: https://www.idexcorp.com/careers/our-benefit-and-rewards/

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).

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at lfcareers@idexcorp.com for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

Job Family: Sales

Business Unit: ADS