Customer Support Analyst

About MCIM

MCIM – The Data Center Operating System (DCOS) is a platform that simplifies the complexities of managing a data center by bringing all functions and locations under one intuitive dashboard.

MCIM started with a commission from a Fortune 100 financial institution to create a cloud computing solution for managing their global critical facilities. The team developed the MCIM platform based on the lessons learned from that project.

Today, MCIM is utilized by Fortune 100 and 500 companies in over 94 countries worldwide. This world-class solution is continuously improved through collaboration with users and industry organizations like The Uptime Institute.

Customer Support Analyst

Department: Client Experience

Job Summary

This role is a unique opportunity for a motivated individual looking to learn the technical operations of managing a cloud-based platform called MCIM (Mission Critical Information Management). This role’s responsibilities will include becoming a super-user of our MCIM product, supporting day to day operations in the administration of multiple customer accounts in the delivery & administration of MCIM software. This role involves collaborating with cross-functional teams, analyzing data, and implementing best practices to enhance the performance and reliability of SaaS solutions.

Job Responsibilities

• Become a “super user” of the MCIM platform.

• Work with the Operations team to assist staff, managers, and senior management with case support and tasks.

• Build and maintain software procedure and training documentation for our customers.
• Build custom reports and manage user administration across clients.
• Become a trusted resource and advisor for the Operations team to support administrative case loads to include receiving and forwarding communications to different staff and departments, case management support and answering phone calls, and responding to emails as needed
• Troubleshoot, triage, collaborate and communicate timely updates for your accounts on the status of the initiatives/projects you manage.

Qualifications

• Bachelor's degree.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, collaborative environment.
• Effective organizational skills.

Preferred Requirements of Ideal Candidate

• Detail Oriented | Analytical Mindset - Details matter, especially at MCIM. Understanding MCIM’s architecture, and workflows. You’ll have a lot to learn about our software under the hood, and that requires someone capable of learning quickly while also remembering the details that matter.
• Strong Communication | Presentation | Customer Service - Once you’ve mastered MCIM under the hood, you’ll be sharing its capabilities with our customers and their internal teams. You're not intimidated by communicating with teams of people and teaching them how to use MCIM.
• Quality Assurance - MCIM is an evolving technology platform, and you’ll be expected to have a fine eye with ensuring that all implementations of MCIM you manage meet internal quality standards. Moreover, as we introduce new capabilities, you’ll participate in the development of customized technical and video support documentation.
• Project Management Experience
• SaaS / Salesforce Experience