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Client Services Analyst

Client Services AnalystPosition Purpose

The Client Services Analyst works independently and as part of the Service Desk team to support and maintain Echo technology. This role serves as the second point-of-contact for end users reporting various IT issues and also as an escalation point to members of the Service Desk. It is pertinent that this person demonstrate mastery of all Echo business functions, applications and technology as well as expert level knowledge of at least two core areas of Echo technology. They must exhibit strong communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all problems and solutions are escalated and communicated in a timely manner.

Essential Position FunctionsPrinciple Accountability | Customer Service

  • Provide second-level technical support to end users via telephone, email and remote access tools
  • Communicate effectively with both novice and proficient customers and end users
  • Ensure timely resolution of IT requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues and documenting resolutions
  • Maintain a professional demeanor and positively represent Echo technology in all end user and customer interactions
  • Advocate for the interests of end users within internal IT communications and meetings
  • Deliver basic instructions and training, for all supported applications and hardware

Principle Accountability | Application Support

  • Administer user accounts through Active Directory, MS Exchange, Cisco Call Manager, etc. as well as other proprietary Echo applications for all on/off-boarding and position change requests
  • Perform maintenance of select proprietary Echo applications
  • Route tickets/defects to Echo QA and Development teams
  • Work closely with the QA team to confirm production defects and identify alternative solutions

Principle Accountability | Desktop Support

  • Install, troubleshoot and configure all productivity and business applications
  • Troubleshoot and support all Echo employee hardware including windows-based desktops, laptops, Tablets, PDAs, projectors, telecom handsets, headsets and A/V equipment
  • Gather workstation requirements and perform, imaging, profiling and assembly/disassembly of workstations for equipment refreshes and on/off-boarding requests
  • Work within the IT purchasing process to seek approval, test, provision, and inventory assets

Principle Accountability | Team Membership

  • Maintain an attitude of commitment through an outward display of willingness
  • Act in the interest of the overall team
  • Create and maintain a positive working relationship within the IT and end user communities
  • Create Knowledge Base articles to document problems and solutions
  • Participate in the refinement and execution of IT and team initiatives

Principle Accountability | Subject Matter Expertise

  • Speed resolutions and minimize escalations to other IT teams by serving as an escalation point to the Service Desk in two or more areas of core Echo technology
  • Participate in the expansion of the team’s knowledge and troubleshooting skills by offering effective cross-training and documentation
  • Demonstrate subject matter expertise in at least one area of Application Support (e.g., Optimizer) and at least one area of Desktop Support (e.g., Shoretel VoIP) by successfully leading substantial projects to implement new systems/accounts, processes or documentation

Position Requirements

  • 3+ years of prior application support experience (customer service/call center)
  • 3+ years of prior desktop support experience (windows)
  • Experience supporting Windows 7, the MS Office Suite, VoIP telecommunications, Active Directory, and MS Exchange
  • Strong Problem Solving skills
  • Exceptional customer service skills
  • Excellent verbal and written communication skills.
  • Self-managed, motivated and a team-oriented
  • Ability to multi-task in a fast paced, fluid work environment
  • Ability to follow tasks through to their completion with a high degree of accuracy and quality
  • Bachelor’s Degree preferred

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.

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  • Engineering
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Location

Located in River North overlooking the River! Easily accessible and close to various train and bus stops, including a shuttle from Union Station.

An Insider's view of Echo Global Logistics

How would you describe the company’s work-life balance?

Managers at Echo get to know you by having one on one meetings, so they understand your personal life. Echo is flexible with when you arrive and leave from work, so that it fits with your schedule. Echo understands that life happens, so leaving early isn’t a problem as long as you make it up later. I feel that Echo respects my personal time.

Erin

Software Engineer

What projects are you most excited about?

I am most excited around a project designed to transform and re-build our API architecture. This project is not only very beneficial to our clients but also allows members of my team to work on and be exposed to a high visibility design that will have a positive impact on the client experience when integrating with Echo.

Rob

Integration Operations TL

How does the company support your career growth?

Echo has a start-up feel but has an infrastructure that supports training, learning, and development, which in-turn allows for growth potential. At Echo you will be challenged in honing your skills in a constantly evolving industry and company. This can allow for each person to set themselves up for overall career growth.

Trisha

Business Architect

What unique initiatives do you have that encourage innovation?

Echo structures itself into small teams that focus on key initiatives. We spend time planning, executing, and delivering technology to simplify the complex demands of transportation.

Miles

Chief Information Officer

What are Echo Global Logistics Perks + Benefits

Echo Global Logistics Benefits Overview

401k with company matching
Medical insurance through Blue Cross/Blue Shield
Health Savings Account (HSA)
Flexible Spending Account
Parental leave
Paid time off
Commuter benefits
Divvy discount code
Employee training programs
Volunteer time off
Casual dress code
Pet insurance
Gym membership discounts
Mobile carrier discounts
Employee assistance program

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
River North Gym is in the building
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Vacation & Time Off Benefits
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Recreational Clubs
Echo has it's own Softball league in the spring/summer!
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Fast-paced. People-focused. Career-growth-centric. At Echo we work hard and carry the load together, but we also know how to have fun. Walking onto the sales floor of our 225,000-square-foot Chicago headquarters, you can feel the energy created by more than 700 sales representatives hustling to move over 14,000 shipments every day. When the last load is booked, you might find co-workers gearing up for summer softball, talking shop at our weekly “Beer Friday,” or competing in a game of foosball, ping-pong, or pop-a-shot.

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