Customer Technology Specialist

About the Role

The Customer Technology Specialist (CTS) plays a key role in supporting clients through operational excellence, data stewardship, and technology-driven problem solving. This role is ideal for someone who is proactive, analytical, and energized by learning how systems work and improving them over time. Candidates should thrive in a fast-paced environment with shifting priorities and be motivated to deliver high-quality support and insights to both internal teams and external clients.

Responsibilities

• Customer & Program Support
  • Fulfill customer expectations while building and strengthening client relationships.
  • Serve as a subject matter expert for assigned customer data, internal methodologies, and program processes.
  • Communicate program status, issues, milestones, and changes to internal stakeholders via multiple communication tools.
  • Manage day-to-day communication with client teams and customers, including meetings and email correspondence.
• Data Management & Quality Assurance
  • Manage customer program data files, including file transfers, data processing, and documentation.
  • Perform ongoing quality control across program data, reporting, and websites.
  • Conduct verification of data, files, and website components throughout the program lifecycle.
  • Utilize SQL and Excel regularly for ad-hoc reporting, troubleshooting, and addressing client questions related to data or processing issues.
• Operational Excellence & Continuous Improvement
  • Implement, document, and maintain standard operating procedures for ongoing programs and processes.
  • Provide recommendations to improve business processes and operational efficiency.
  • Maintain and update program documentation within Confluence.
  • Ensure that interactions, appeals, and exceptions are resolved in accordance with program expectations, escalating when necessary.
• Project & Initiative Support
  • Manage multiple initiatives simultaneously while adhering to project timelines.
  • Assist in program setup and launch deliverables as directed by the Customer Technology Manager (CTM) and/or Client Services.
  • Support ad-hoc requests from CTM, Client Services, and internal partners.
• Team Collaboration & Enablement
  • Train or mentor team members, peers, and customers on tools, processes, or program components.
  • Partner closely with CTM and Client Services teams.

Requirements

• Education & Experience
  • BA/BS degree or 2-year technical degree preferred, or equivalent work experience.
• Technical Skills
  • Beginner to intermediate SQL skills. Oracle SQL preferred.
  • Intermediate Excel expertise.
  • Experience with content management systems and HTML-based tools (e.g., Strongmail).
  • Experience with query tools and understanding of relational databases.
  • Experience working with Jira and Confluence for ticket management and documentation.
  • Familiarity with Smartsheet and Teams environments.
• Professional & Analytical Competencies
  • Excellent verbal and written communication abilities.
  • Ability to work professionally with diverse internal and client stakeholders.
  • Strong analytical, critical thinking, and problem-solving abilities.
  • High level of attention to detail.
  • Excellent organization and time-management skills.

Pay

Hourly rate is $25.00 to $27.00. The final salary and offer will be determined by the applicant's background, experience, and skills.

Benefits

More details about our company benefits can be found at the following link: BI WORLDWIDE Benefits.