CBSI

Application Support Analyst

CBSI

full-time

Posted on:

Location Type: Hybrid

Location: Colorado Springs • Colorado • United States

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Salary

💰 $55,000 - $65,000 per year

About the role

  • Learn and become proficient in the CBS Connect application
  • Edit website content as needed
  • Accurately document customer inquiries and issues
  • Escalate unresolved issues promptly
  • Maintain resolution information, knowledge bases, and FAQs
  • Identify and pursue relevant training opportunities
  • Collaborate with team members to ensure coverage of key functions
  • Perform additional duties as assigned
  • Stay updated on CBS Connect processes and policies
  • Respond promptly and accurately to customer inquiries and support issues via voice and email
  • Create and maintain documentation and support articles for the CBS Connect platform
  • Regularly review the CBS Connect platforms, identify areas for improvement, and coach teams as needed
  • Collaborate with the Communications and Marketing Director to enhance the visual appeal of platforms and courses
  • Partner with the IT Director and CBS Connect Program Manager to drive innovation and resolve platform challenges
  • Train and support global teams in using Formstack and other software tools
  • Maintain enrollment statistics for all region platforms
  • Communicate new features and updates to the CBS Connect platform with platform admins and assist with communications related to the CBS Connect Development group
  • Load and maintain course materials on the CBS Connect platform and oversee the course production process
  • Coordinate and guide teams or contractors responsible for loading course materials
  • Distribute translator-approved lessons to regional CBS Connect teams when requested
  • Ensure regional teams follow course production guidelines and provide support where needed

Requirements

  • Professional Degree, or equivalent experience
  • Familiarity with Power BI or similar analytics software (preferred)
  • Knowledge of customer service principles and helpdesk practices
  • Basic knowledge of productivity software (e.g. Asana) and form-building software (e.g., Formstack)
  • Proficiency in Windows and Microsoft Office applications
  • Knowledge of major web browsers (Microsoft Edge, Google Chrome, Mozilla Firefox, Safari)
  • Familiarity with AI Software tools like ElevenLabs or HeyGen
  • Excellent verbal and written communication skills
  • Ability to work effectively in cross-cultural environments
  • Customer service-oriented, with a professional demeanor in all interactions
  • Strong multi-tasking ability, capable of managing and prioritizing multiple requests calmly
  • Detail-oriented and thorough, with a focus on accuracy
  • Demonstrates initiative and problem-solving skills
  • Flexibility to work evenings or weekends during peak periods
  • Occasional travel may be required
Benefits
  • Starting at four weeks of paid vacation and four weeks of paid sick leave annually
  • Paid holidays, including your birthday
  • 403(b) retirement plan with a 5% match
  • Medical, dental, and vision insurance
  • Employer-paid disability and life insurance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer service principleshelpdesk practicesanalytics softwareproductivity softwareform-building softwareWindowsMicrosoft Officeweb browsersAI software toolscourse production
Soft Skills
verbal communicationwritten communicationcross-cultural communicationcustomer service orientationmulti-taskingdetail-orientedproblem-solvinginitiativeflexibilityteam collaboration
Certifications
Professional Degree