Managed Services Analyst II

Role overview Support customer accounts by coordinating with internal service teams, answering questions, and helping customers use software products effectively. The role combines day-to-day service workflows with account health analysis, careful documentation, and guidance for less experienced analysts.

Responsibilities - Serve as an operational contact for customer accounts and coordinate requests with service delivery teams. - Review account health, usage, and operational dashboards, then share insights that can improve the customer experience. - Respond to customer questions by phone and email, troubleshoot issues, and explain useful processes or practices. - Complete daily workflows to quality and performance standards, record interactions accurately, and resolve or escalate recurring issues. - Maintain team reference materials and coach newer analysts on customer communication and engagement.

Requirements - High school diploma or equivalent, with 1–2 years of experience. - Technical understanding of software products and working knowledge of Excel, Word, and PowerPoint. - Strong customer service, written and verbal communication, and attention to detail. - Ability to follow documented procedures, handle sensitive information with integrity, and meet quality and productivity measures. - Able to prioritize multiple tasks, adapt to changing processes, and support junior analysts. - Experience in a collaborative team environment; CRM experience is preferred.

Benefits and work setup - Remote position with a Monday–Friday schedule aligned to 8 a.m.–5 p.m. Eastern Time; travel may reach 15% annually. - Listed hourly pay range: $21.63–$26.92. Benefits include health, vision, and dental coverage, life and accident insurance, 401(k) matching, paid time off, and education reimbursement.