The Solutions Analyst will be responsible for interacting with clients if there are conflicts in supplied information and vetted information. The Solution Analyst will engage clients in the event they are not following First Orion stated best practices to bring the entity back into compliance or educate them on best practices. This role will also be responsible for assisting in driving process improvements, building or enhancing vetting practices for new products. The role will also mentor or train Intern team members.
What you’ll be doing:
Assist in identifying entities that may not be following our best practices.
Develop dashboards and metrics to attempt to identify entities not following best practices for content or telephone.
Professionally communicate with entities that are not following best practices to bring them into compliance or remove them from the platform.
Engage with entities and FO associates that need to be migrated from Business hierarchy level to Organization hierarchy level.
Educating entities on the correct display practices.
Define requirements and product enhancements to the Supportal to improve capabilities or efficiency of team member.
Define requirements for anomaly detection to assist in identify potential issues or bad actors.
Define requirements to enhance vetting practices, processes, and procedures.
Troubleshoot and resolve issues or conflicts, escalating to appropriate Support resources and clients as necessary.
Mentor and train less experienced associates.
Professionally communicate internally and externally with clients and stakeholders as determined by the nature of the discussion.
Effectively communicate with internal stakeholders and external carrier partners as necessary.
What you’ll need:
Bachelor’s Degree in a related field (e.g. MIS, Computer Science, Business Administration) or equivalent work experience.
Strong attention to detail and ability to work independently.
Excellent communication skills.
Proficient in Excel.
Investigative and troubleshooting skills.
Ability to work in a fast-paced environment.
Solid SQL skills.
Ability to analyze and interpret significant amounts of data.
Bonus Points:
Customer Service experience.
Previous experience in data analysis or research
Company Benefits:
Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we’re helping our teammates reach their wellness goals while at work. Add on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you!
Learn More About First Orion:
First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers.
First Orion has been voted a Great Place to Work with top rankings in every category.
Learn more about what our employees have to say on our First Orion Glassdoor page and watch our People First Diversity Statement/Video.
First Orion Culture Cornerstones are at the core of everything we do here.
Disclosure:
First Orion is an Affirmative Action and Equal Opportunity Employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties, and responsibilities may change at any time with or without notice, based on the changing needs of our business.
This position is not eligible for employment-based immigration visa/status sponsorship. Employees are required to demonstrate proper work authorization as required by I-9 compliance.
First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion’s immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law.
Skills Required
- Bachelor's degree in a related field or equivalent work experience
- Strong attention to detail and ability to work independently
- Excellent communication skills
- Proficient in Excel
- Investigative and troubleshooting skills
- Ability to work in a fast-paced environment
- Solid SQL skills
- Ability to analyze and interpret significant amounts of data
- Customer service experience
- Previous experience in data analysis or research
What We Do
First Orion is a global provider of digital call experiences for the world's leading carriers, enterprises, and developers. The First Orion Communications Protection services provide scam, fraud, and spoof defense solutions to hundreds of millions of consumers. The company's Branded Calling solutions, INFORM® and ENGAGE®, allow businesses to customize their calls with a name, logo, and short message. Our solutions are STIR/SHAKEN-capable to deliver RCD and other technologies in the future. First Orion powers enhanced branded communication experiences for T-Mobile, Metro by T-Mobile, Boost Mobile, Sky, AT&T, along with Fortune 500 brands, PrivacyStar®, and other mobile apps. First established in 2008, First Orion is headquartered in North Little Rock, Arkansas, with offices in Seattle, London, Dubai, and Sao Paulo, and over 350 people employed globally. Make the connection at www.firstorion.com, @FirstOrionCorp, or the First Orion Blog.
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