Omnichannel Analyst

About the role:

The Engineering Team at GLG builds systems that match companies around the world with experts who can help them make the right call on their most important decisions.  We’re looking for a motivated professional to support the communications fabric that empowers our clients’ professional decisions. Joining GLG’s Omnichannel operations team, you will collaborate closely with engineering teams to provide high quality support for our conference system and related communications channels.

Reporting to the Manager of Omnichannel Operations, the Conference Support Analyst will be a critical member of the team and will provide Level 1 and 2 support to our internal conference system users. You will analyze and report on trends and metrics of our communications services. You will partner globally and across organizational boundaries to maximize the quality of service and provide an exceptional client experience. You will diagnose issues, identify workarounds, communicate status, and drive rapid resolution to help increase system reliability.

Key Responsibilities:

• Support the continuous operation and reliability of GLG's critical conference systems

• Respond to support requests in a prompt and professional manner

• Regularly collaborate with our engineering teams to facilitate ticket resolution

• Communicate resolutions to stakeholders and be able to explain technical solutions to nontechnical people

• Identify, document, and communicate opportunities for system or process improvement

• Analyze and report on trends and metrics of our communications services

Qualifications:

• A growth mindset, and an eagerness to learn technologies

• A strong interest in problem solving and collaboration

• The ability to investigate and diagnose system problems

• 3+ years of experience supporting enterprise level software applications

• Knowledge of audio and video conference systems is a plus

• Passionate about learning technology platforms, and how they can optimize business workflow

• Experience in monitoring key support metrics, SLAs, and KPIs

• Proven experience adhering to best practice problem and incident management processes

• A self-motivated and lifelong learner mindset

• Highly personable and collaborative with strong interpersonal and partnership building skills

About GLG / Gerson Lehrman Group

GLG is the world’s insight network. Our clients rely on GLG’s global team to connect with powerful insight across fields from our network of approximately 1 million experts (and the hundreds of new experts we recruit every day).

We serve thousands of the world’s best businesses, from Fortune 500 corporations to leading technology companies to professional services firms and financial institutions. We connect our clients to the world’s largest and most varied source of first-hand expertise, including executives, scientists, academics, former public-sector leaders, and the foremost subject matter specialists.

GLG’s industry-leading compliance framework allows clients to learn in a structured, auditable, and transparent way, consistent with their own internal compliance obligations and the highest professional ethical standards. Our compliance standards are a major competitive differentiator and key component of the company’s culture.

To learn more, visit www.GLGinsights.com.

Gerson Lehrman Group, Inc. (“GLG”) is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, race, religion, color, marital status, disability, gender, national origin, sexual orientation, veteran status, or any classification protected by federal, state, or local law.