Customer Service Analyst

Company Description

Hi, we’re Nexthink. We’re not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and helps companies continuously improve their employees’ experience, making them more productive, efficient, and happy at work. We have millions of endpoints deployed, we’ve surpassed $100M in ARR, and we’ve recently secured $180M in Series D financing for a company valuation of $1.1B, but we’re just getting started.

Job Description

As a Customer Service Analyst you will:

• Develop the department’s reporting capabilities to gain visibility on trends and patterns that may be having an impact on customer experience
• Gather data, do research and recommend ways to improve our operations and effectiveness
• Translate findings and observations into easily understandable reports and presentations for the management
• Own and manage small projects and cross-team initiatives end to end that will help us foster self-service and ticket deflection with the goal of delivering a truly effortless experience to our customers
• Be based in Madrid and will report to the Director of Technical Support

Qualifications

• Previous experience and good understanding of Customer Service as agent, analyst or manager
• Strong analytical skills and attention to detail
• Ability to discover and find ways to resolve gaps in our processes and workflows
• Strong ability to work with MS Office and transform your research into a clear outcome
• Excellent communication skills in English, other languages are a plus
• Previous experience managing or using Zendesk is a plus

Additional Information

We are nearly 700 employees strong in 21 countries across 8 different time zones speaking 60+ languages. We are positive, we get things done, we keep growing, and we are one team, we are Nexthink. We believe actions are stronger than words when it comes to diversity, inclusion, and equity in the workplace. Nexthinkers are multinational and multilingual, and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience.

At Nexthink, we believe actions are stronger than words when it comes to diversity, inclusivity, and equity in the workplace. Nexthinkers are multinational and multilingual, and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience.