Support Analyst

Job Description

The Member Support Analyst provides administrative, operational, and analytical support to the Member Support team and assists with day-to-day coordination of projects, communications, reporting, and member support activities. This role requires exceptional organizational skills, professionalism, confidentiality, and the ability to manage multiple priorities in a fast-paced environment. The Member Support Analyst must have a “customer service excellence mindset” to deliver a high level of service to CLIENT members by demonstrating responsiveness, empathy, professionalism, and a commitment to resolving issues effectively while building strong, lasting relationships.

RESPONSIBILITIES

• Assist with daily review and organization of emails, correspondence, and requests.

• Prepare follow-up correspondence and meeting summaries.

• Assist with preparation and proofreading of Newsbriefs and member communications.

• Assist with PLV reports, reconciliation support, coupon analysis, and pricing analysis.

• Create presentations, spreadsheets, charts, and meeting materials.

• Track project timelines and follow-up items to ensure completion.

• Support projects and initiatives within the CLIENT Pricing Management Portal; comprehensive on-the-job training will be provided.

• Provide support to IT professionals and Franchisees utilizing the CLIENT Pricing Management Portal, including troubleshooting assistance and user coordination.

• Provide any additional support as needed or required to meet business needs and priorities of the organization. Help Desk and Customer Service

• Provides exceptional service and support to members by responding help desk call and emails resolving concerns, and ensuring a positive member experience, within four (4) business hours, utilizing Help Desk logging software (Zendesk) to track response and resolution times fully documenting procedures/resolutions/changes.

• Demonstrates a member-first mindset by proactively identifying needs and delivering timely, accurate, and effective solutions, with patience, professionalism, and a commitment to achieving positive outcomes.

• Demonstrates strong problem-solving skills and sound judgment when addressing member concerns and navigating complex situations.

• Appropriately escalate issues that are not resolved in a timely manner.

• User setup and maintenance of all master level accounts in the CLIENT website – Franchisee, Client Corporate, Trading Partners, and CLIENT Staff.

EDUCATION & EXPERIENCE

• Associate degree or bachelor’s degree preferred in Business Administration or related field.

• Minimum of 2-5 years of administrative or business coordination experience.

• Experience within the QSR, restaurant, or hospitality industry preferred.

OTHER QUALIFICATIONS

• Demonstrates independent analytical and strategic thinking, applying role-specific knowledge and experience to develop sound recommendations that support business objectives.

• Effectively manages multiple complex priorities while maintaining strong organization, accountability, and attention to detail.

• Utilizes intermediate-level Microsoft Office and business systems skills to efficiently complete tasks and communicate effectively.

• Contributes confidently to discussions by clearly articulating ideas, collaborating across departments, and engaging diverse stakeholders to drive solutions.

• Fosters a positive team environment through constructive feedback, collaboration, and the ability to motivate and build confidence in others.

• Consistently demonstrates professionalism, dependability, and a commitment to continuous learning and development while supporting team and organizational success.