Customer Experience Analyst

| Greater Boston Area
About the Position
We are seeking candidates who possess splendid problem-solving and analytical skills, have a persistent
craving to learn, and genuinely love helping people. This role’s core functions make it vital for team
members to have superb communication skills, whether it be reaching out to a customer, or leading
discussions internally with the Business, Product and Development teams.
We are pursuing candidates who are process-oriented and go out of their way to make sure tasks are
done efficiently and effectively. The Customer Experience team is highly dynamic, and its rapid growth
requires employees to be adaptable and persistent.
About LogicManager
LogicManager is a rapidly growing Boston-based technology company. We’re pre-IPO, profitable, and place a heavy emphasis on promoting from within. Recognized by Gartner and Forrester Industry Analysts as leaders and Great Places to Work certified for our company culture. We build enterprise risk management software that empowers thousands of organizations around the world to uphold their reputations while protecting their customers, investors, and communities. We believe even the toughest problems can be solved with innovative solutions. Join LogicManager and together we can build a better tomorrow.

Responsibilities

  • Prioritize and respond to customer questions and requests regarding our application
  • Perform initial analysis and work closely with developers to reproduce and solve problems
  • Continuously adapt and improve the CX process, i.e. ticket escalation, ticket routing
  • Work with Product team to identify and collect customer needs for product improvement
  • Document and socialize new and/or unknown functionality of the application
  • Stay up to date regarding ticket trends and product updates
  • Actively participate in promoting company culture

Desired Skills & Experiences

  • Bachelor’s degree or equivalent work experience
  • Strong verbal and written communication skills
  • Strong problem-solving skills
  • Consistent attention to detail
  • Ability to prioritize tasks based on deadlines and business objectives
  • Interest in technology

Having one or more of the following is a big plus

  • Prior experience at a software company
  • Familiarity with a ticketing or case management tool i.e. Zendesk, JIRA, Salesforce
  • Experience with SQL
  • Familiarity with Linux

More about LogicManager

  • Award-Winning Culture: We’re named Best Place to Work 2019 by Built In, one of the Best Tech Work Cultures by the Timmy Awards, and certified as a Great Place to Work® since 2017
  • Collaborative Offices: We have a modern, open floor layout designed for cross functional collaboration and employee growth. We also have conference rooms for brainstorming sessions and team meetings.
  • Downtown Location: We are located in Boston’s growing Seaport and Innovation District with great views of the channel and within walking distance to many restaurants, cafes, bars, and shops. Our offices are easily accessible by public transportation and a quick walk from South Station.
  • Great Benefits & Perks: We believe in supporting our employees with benefits that matter, which is why we offer competitive salaries, benefits, company stock options, paid vacation, community service days, and more. We also celebrate our successes with frequent company-sponsored lunches, happy hours, events, and other perks.
  • Leadership with a Vision: LogicManager is a workforce of thought leaders and dynamic innovators coming together with a vision to dramatically improve the way companies protect their reputations.

LogicManager is committed to being an equal opportunity employer. We celebrate and support diversity, and work every day to create an inclusive work environment that represents the world that we live in.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • OracleDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • Adobe Creative CloudDesign
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • PardotLead Gen

Location

Overlooking Boston Harbor, LogicManager is located in Boston's Seaport Innovation District, within easy walking distance of public transportation.

An Insider's view of LogicManager

What’s the vibe like in the office?

I will always remember the first Lawn Party I attended. It was a fun event, and also showed me just how inclusive and welcoming everyone at LogicManager is. That is one thing that became obvious to me right away: the people here respect and value each other no matter who you are, what team you’re on, or how long you’ve worked at the company.

Hanna

Quality Assurance and Support Analyst

What does your typical day look like?

Some days I’ll be reviewing design specifications for our new front end, which is a really interesting and unique process that involves nearly every department. Research has also become part of my daily routine. This includes discovering what new frameworks and applications are out there to help solve problems, streamline, and make life easier.

Kevin

Software Developer

What does career growth look like on your team?

I’ve enjoyed seeing myself and colleagues take ownership of pieces of our different areas as we continue to grow. As a result of all this, we’ve been involved in larger and more exciting opportunities from a business development and customer perspective, and it’s been fun to play a part in that too.

Adam

Manager, Customer Succcess

What are LogicManager Perks + Benefits

Culture
Daily stand up
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
LogicManager offers employees the option to enroll in short-term disability. Additionally, all full-time employees receive long-term disability which is fully paid for by the company.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
LogicManager's vacation policy includes 3 weeks paid time off.
Paid Holidays
Paid Sick Days
LogicManager wants to create and safe and healthy workplace. When you're really sick, the fastest way to get better is to rest, and it's also best to not get everyone else in the office sick!
Perks & Discounts
Casual Dress
Our casual dress code allows you to wear what is comfortable for you -- and not just on Friday!
Commuter Benefits
LogicManager offers pre-tax commuter benefits for public transportation and parking.
Company Outings
LogicManager partakes in First Thursday socials, holiday events, and our annual Lawn Party that brings the entire company together for an Olympic-style team events with BBQ & brews in the sun!
Some Meals Provided
LogicManager's favorite tradition is our bi-weekly "Pizza Friday" (though not always pizza!) lunches where we encourage everyone to step away from their desk and enjoy a catered lunch with the team.
Happy Hours
Professional Development Benefits
Tuition Reimbursement
LogicManager supports employees who wish to continue their education to secure increased responsibility & growth. LogicManager offers tuition & skill certification up to $5,250 per year.
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