Member Services Analyst

The Member Services Analyst is a full-time role that plays a major part in how successful an Insight Community can be. You will provide professional, responsive communications to community members with technical support inquiries initiated by any community activity (surveys, forums, and other activities). This also includes the administrative responsibilities of scheduling and processing sweepstakes draws and organizing sweepstakes winner/prize information in an efficient, professional manner to encourage member engagement.

This would be a great opportunity for a new graduate or other candidates looking to get their footing in the technical space in a customer-focused role.

Job Responsibilities:

• Providing responsive and high-quality support via email
• Troubleshooting and solving high volume of support cases efficiently 
• Managing resolution of technical issues for platform members, and completely recording communication and activity in providing the resolution on a timely basis
• Identifying and escalating issues related to support cases to the appropriate internal teams
• Prioritizing numerous issues, and effectively managing the resolution of all issues quickly ensuring all tickets are handed in within SLA guidelines. 
• Collaborating extensively with peers, Customer Success Managers, and Technical Support to resolve member issues
• Maintaining high level of technical knowledge on Alida ’s product offerings and internal processes
• Assisting with creating and maintaining accurate and effective support documentation
• Contributing to various team projects as needed

• Superior customer service skills, including via email correspondence 
• Clear English communication skills
• Experience in a self-directed work environment
• Ability to provide answers to clients by identifying the problem, researching answers using a variety of resources and tools and guiding the clients through corrective steps.
• Passion for helping customers, finding a solution for them and improving their experience by writing and maintaining documentation
• High level of proficiency with the Internet and MS Office / G-Suite applications
• Strong computer and typing skills
• Attention to detail and time management

Nice-to-haves:

• Additional languages
• Basic market research experience and understanding 
• Experience in IT Technical Support and/or previous helpdesk/customer service experience 
• Experience using Zendesk

Additional details: 

The salary range for this role is $40,000-50,000 CAD depending on experience.

The Good Stuff:

+ Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry

+ Best-in-class company paid benefits for you and your family - offering medical, dental, vision, RRSP matching in Canada, a 401K in the US, and more.

+ Unlimited Vacation: Yep, it’s true. Take vacation when you want it, how you want it. Designed to better fit your evolving needs.

+ Summer Fridays: Fridays are a day off during July and August. To help provide better balance in the summer months focusing on employee wellness.

+ Recognized as one of the Best Workplaces™ in British Columbia for 2024 by Great Place to Work

+ Recognized in 2023 as one of the Best Workplaces for Women® 

+ Recognized as a Top Employer by British Columbia's Top Employers 2023

About Alida

Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers can help companies make better decisions and drive long term loyalty and growth.

That’s why Alida helps innovative brands create highly engaged research communities to gather feedback that empowers better customer experiences and product innovation.

Leading companies like HBOMax, Adobe, Warner Bros. Discovery, Twitch and lululemon depend on Alida’s community-centered research platform to deliver fast and reliable customer feedback at scale so they can build better products, refine user experiences and test marketing campaigns.

Learn more at www.alida.com.

We can’t wait to meet you!

We understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself.

At Alida, we’re dedicated to fostering an environment where our employees feel heard, valued and included.

We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation. Even if you don't meet every single one of the stated requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and others we may have open now or in the future.

Follow us at www.alida.com and engage with us on LinkedIn, Twitter and Instagram.

Alida has an accommodation process in place to provide reasonable accommodation to employees, and to qualified job applicants with a disability during the hiring process. If you require accommodation because of a disability or medical need, please contact [email protected] so that arrangements can be made for the appropriate accommodations to be in place.

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