Client Support Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver first-line support to internal and external business users, clients, team members, and vendor partners.

• Address inquiries related to software bugs and data discrepancies.

• Aid in the creation and upkeep of user guides and other collateral materials.

• Navigate the product and troubleshoot to find files.

• Examine issues within data files utilizing Excel and SQL.

• Become proficient in client-facing interfaces to verify underlying data.

• Evaluate new features and modifications to existing functionalities.

• Suggest improvements to enhance user experience.

• Work collaboratively with developers, product managers, and other team members throughout the development lifecycle.

• Design and execute simple queries to collect data for client-related issues.

• Maintain continuous communication regarding resolution status.

• Transform data into exhibits and PowerPoint presentations.

• Gather information on complex issues and escalate them as necessary.

• Partner with the development team to identify and rectify application bugs.

• Document and log all user requests in a centralized data repository.

• Generate routine reports and propose application enhancements based on user support inquiries.

• Update and maintain client user support tools, including FAQs and training videos.

• Develop mass communications about new features and helpful tips, including application splash pages.

• Identify trends in data and produce insights.

⛳️ Requirements

• Minimum of 2 years of relevant professional experience, encompassing troubleshooting software products, data analysis, and client-facing end-user support.

• Familiarity with process documentation, issue logs, ticketing systems, etc.

• Proficient in Microsoft Office, especially Excel and Word.

• Experienced with data querying tools, such as SQL or Microsoft Access.

• Comfortable working remotely across U.S. time zones.

• Possess an excellent professional demeanor when engaging with internal and external stakeholders, users, and support staff.

• Capable of managing multiple priorities simultaneously.

• Exhibit proactive communication in a virtual work setting; seeks clarification and understanding.

• Reliable, practical, and able to balance speed, quality, and maintainability.

• Legally authorized to work in the United States without the necessity of immigration support or sponsorship from Milliman, now or in the future.

• Preferred: experience in a regulated or security-focused environment such as legal, insurance, or finance.

• Preferred: degree in a related discipline.

• Understanding of data warehousing principles.

• Skills in reporting and data visualization using software like Power BI.

🏝️ Benefits

• Medical, Dental, and Vision coverage for employees, dependents, and domestic partners.

• Employee Assistance Program (EAP).

• 401(k) plan with company matching and profit-sharing contributions.

• Discretionary Bonus Program.

• Flexible Spending Accounts (FSA).

• Paid Time Off (15 days per year for full-time employees; prorated for part-time employees).

• A minimum of 10 paid holidays each year.

• Family Building Benefits, including adoption and fertility assistance.

• 11 weeks of paid parental leave for eligible employees.

• Life Insurance and AD&D with 100% of premiums covered by Milliman.

• Fully covered short-term and long-term disability.

• Skills training and career development opportunities.

• Learning and mentoring programs.

• Employee Resource Groups (ERGs).