Research Analyst

Client Support Specialist

Location: Fully remote with preference for candidates located near Irving, TX, Fort Myers, FL, or Stamford, CT Hours: 8:00 AM to 5 PM EST (must be able to work these hours Monday through Friday) Duration: 6 months with possible extension Pay Rate: $20/hr

Job Summary: The primary responsibility of the role is to support the Research Engagement Services team with the timely processing of internal and external email volume. We are looking for someone with a technology background who can quickly assess incoming client issues via email, chat, or tickets and help resolve the issue or direct the client to the proper contact to resolve the issue. There is no phone support for this position, just email, Teams, etc.

Responsibilities:

• Monitoring assigned email boxes and promptly processing emails into the CRM database during working hours.
• Creating Service Requests (SRs) in CRM system against daily requests received (within 1 hour of submission).
• Timely completion of back-credit requests in the CRM system within 24 hours of receipt, when needed.
• Logging an average of 350 emails daily.
• Keep the volume of assigned email boxes below 15 unread emails.
• Actively monitoring the queue path and promptly routing requests during shifts.
• Acting swiftly when a received email requires action whether it's taking the action or contacting a RES specialist to action.
• Provide training and shadowing for new associates in this role.

Qualifications:

• Proficient in English language
• Must have 3-5 years of relevant experience
• Strong verbal and written communication
• Prior work experience in backend / business operations
• Experience working across multiple time zones preferred
• Ability to work with cross functional teams
• Ability to use problem solving skills to highlight urgent issues, when needed