Customer Service Center Agent/Representative in Mountain View, CA at APEX Systems

Date Posted: 5/21/2018

Job Snapshot

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Job Description

Job #:  802316

Project Overview: We’re an operational team that focuses on delivering excellent customer care and being there for consumers when they need us most. We represent the voice of the consumer and work closely with cross-functional partners to make our products and policies better.



We are looking for a business analyst, who can read the customer feedback from various sources and classify the feedback into various categories. You will work with cross functional teams to understand their process and offer teams insight into improving issue categories to reduce spikes due to spam, miscategorization or over generalization. As Product Feedback Analyst, You will help us surface timely insights into top user issues by:

  • Partnering with our team of feedback-vendors to maintain an up-to-date taxonomy to accurately classify user issues
  • Monitoring emerging issues in customer feedback and raising high-priority bugs to our team investigating the underlying cause of feedback trends to identify meaningful patterns


Top 3 Daily Responsibilities:

  • Investigate root-cause of user issues raised by vendor team
  • Provide insight on top reported or emerging user issues


Additional Responsibilities:

  • Work with the vendor team to create specific taxonomy categories to classify emerging issues.
  • Partner with vendor team to review issue categories to improve taxonomy simplicity and functionality
  • Analyzing user survey results and providing meaningful insights from pre-launch testing.


Job Requirements

  • BA/BS (in any field) or 3+ years equivalent experience
  • Excellent written and oral communication skills Flair for data and customer insights
  • Proven good judgment in navigating and resolving sensitive situations
  • Demonstrable experience with Analytic reasoning

Nice to Have Skills/Not Required:

Strongly preferred: Adequate fluency in Spanish, Italian, French, German, Thai, Indonesian, Hindi, or Russian languages. 

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.