Customer Technology Specialist

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.

Key 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.

Skills & Capabilities

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.

Education & Experience

• BA/BS degree or 2-year technical degree preferred, or equivalent work experience.

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

More details about our company benefits can be found at the following link: https://www.biworldwide.com/careers/benefits-page/