Customer Experience Analyst

In‑office position working Monday–Friday. Shift options: 4 days 8 a.m.–5 p.m. and 1 day 10 a.m.–7 p.m., or 3 days 8 a.m.–5 p.m., 1 day 9 a.m.–6 p.m., 1 day 10 a.m.–7 p.m.

TSD Mobility Solutions, Inc., an affiliate of Reynolds and Reynolds, seeks a Customer Service Specialist to join our growing team. The role requires providing excellent customer service to clients in all interactions supporting our SaaS product. The specialist will troubleshoot and resolve navigation, software usage, and system/connectivity issues, escalating when necessary, and document each interaction. The position also involves acting as mentor within the support team and liaison between customers and development, reporting enhancement requests and design issues.

• Offer excellent customer service via phone and email.
• Leverage, develop, and maintain a knowledge base of problems and solutions.
• Provide accurate documentation in our ticketing system for each customer interaction.
• Explain application functionality and help customers increase their own knowledge of our software.
• Troubleshoot and resolve navigation, software usage, and system/connectivity issues, escalating when necessary.

On‑the‑job training.

• College degree preferred.
• Minimum 1 year of customer service experience.
• Experience troubleshooting and training customers on software products preferred.
• Bilingual in Spanish preferred.
• Proficient in MS Office products.
• Excellent written and verbal communication skills.
• Strong problem‑solving and follow‑up abilities.

• Medical, dental, vision, life insurance, and a health savings account.
• 401(k) with up to 6% matching.
• Professional development and training.
• Promotion from within.
• Paid vacation and sick days.
• Eight paid holidays.
• Referral bonuses.

Reynolds and Reynolds promotes a healthy lifestyle by providing a non‑smoking environment. Reynolds and Reynolds is an equal opportunity employer.