Customer Experience Support Analyst

Job OverviewThe CX Support Analyst will have the opportunity to use their skills to provide front-line application support for customers and employees with all CX Systems. These include our Quote and Order Management Systems, Web Applications and Mobile Solutions. The analyst will be responsible for handling a multi-channel intake of Phone Calls, Emails, and Business Chats, diagnosis of problems and solutioning.The right candidate will offer patience, technical guidance, and rapid response to customers ensuring they are able to use our tools effectively while feeling like they’ve received a high level of customer service.The analyst will work collaboratively with a team of people as well as with all areas of the organization to listen to business needs, share knowledge and ideas with team members, and document new or existing processes specific to the area of responsibility.Highlights of your roleAnswer, evaluate, and prioritize incoming telephone, voicemail, email, business chat, and in-person requests for assistance from employees and customers experiencing problems using a variety of Marvin Applications and Processes.Follow standardized CX Support Processes and procedures including ticket response/resolution procedures, phone responsiveness and team coverage of support queue.Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.Identify top customer concerns to share with leadership and development teams; operating as an advocate / voice of the customer.Utilize the Marvin Knowledge Base for following standard resolution processes, as well as research and create any missing knowledgebase solutions.Look for opportunities to help customers by sharing knowledge articles, perform screen shares, and partner one on one with customers to help explain solutions to help customers learn or work through the problems that they are having with our tools.Update Salesforce CRM System with new user accounts, revised email addresses, password reset processes, permissions, etc.Partner with team members across the CX teams to find ways to support and be ready for new product launches, announcements, impacts to employees and customers on changes, etc.Assist when needed with QA and Product Releases to ensure a positive experience for our customer.Documentation of bugs, tasks, along with resolution of ticket or project requestsMaintain confidentiality with sensitive information including but not limited to: passwords, procedures, and company or employee data.You're a good fit if you have (or if you can)People oriented, deep listening, creative.Multi-Channel Disciplined including Telephone Skills, Email Writing, Business Chat ExperienceAccurate, Conscientious, Thorough, Detail-OrientedSelf-Driven, Self-Motivated, CreativeAdvanced Computer Knowledge + Microsoft Office (Excel Focus)Excellent written and verbal communication skillsTeam-Oriented and Passionate about Customer ExperienceAlso want to make sure you have2 Year Degree or Equivalent Experience2 Years Technology Support ExperienceIT or Related Logical Problem-Solving Discipline2+ Years of Experience with Marvin Manufacturing is a significant plusStrong Analytical or Process Oriented Background and Experience is preferredWe invite you to See Yourself at MarvinFrom people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities.For more than a century, we’ve been at the forefront of designing, building, and engineering premium, award-winning products. Today, Marvin is also proud to have been named a Top Large Employer by Forbes Magazine two years in a row, in 2024 and 2025. With operations in 19 cities across North America, we manufacture Marvin’s quality products, including Infinity Replacement Windows and Doors, and TruStile Doors. Together, we uphold our values and foster a culture where safety and the wellbeing of our people comes first. We take a better living approach with benefits to support you at work and beyond. From day one, you will enjoy health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more!Some of our unique and most popular benefits include:$300 annual wellbeing account to spend on what helps you feel happy + healthyBetter Living Day! (a paid day off to go have some fun)Annual profit sharing – recognizing everyone’s contribution to Marvin’s successGiving at Marvin – participate in organized volunteer opportunitiesBrighter Days Fund – financial support from your colleagues and the Marvin family during personal hardshipsJoin the more than 8,000 Marvin team members to experience these benefits and more. Apply today!Marvin is an Equal Opportunity EmployerMarvin is committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Applicants requiring reasonable accommodation for any part of the application and hiring process may contact us at View email address on click.appcast.io$19.88/hr - $26.51/hrJob SummaryDepartment: Information TechnologyPosition Type: Regular