Support Analyst

<p>The Member Support Analyst provides administrative, operational, and analytical support to the Member Support team and assists with day-to-day coordination of projects, communications, reporting, and member support activities. This role requires exceptional organizational skills, professionalism, confidentiality, and the ability to manage multiple priorities in a fast-paced environment. The Member Support Analyst must have a “customer service excellence mindset” to deliver a high level of service to CLIENT members by demonstrating responsiveness, empathy, professionalism, and a commitment to resolving issues effectively while building strong, lasting relationships.</p><p><br /></p><p>RESPONSIBILITIES</p><p>• Assist with daily review and organization of emails, correspondence, and requests.</p><p>• Prepare follow-up correspondence and meeting summaries.</p><p>• Assist with preparation and proofreading of Newsbriefs and member communications.</p><p>• Assist with PLV reports, reconciliation support, coupon analysis, and pricing analysis.</p><p>• Create presentations, spreadsheets, charts, and meeting materials.</p><p>• Track project timelines and follow-up items to ensure completion.</p><p>• Support projects and initiatives within the CLIENT Pricing Management Portal; comprehensive on-the-job training will be provided.</p><p>• Provide support to IT professionals and Franchisees utilizing the CLIENT Pricing Management Portal, including troubleshooting assistance and user coordination.</p><p>• Provide any additional support as needed or required to meet business needs and priorities of the organization. Help Desk and Customer Service</p><p>• Provides exceptional service and support to members by responding help desk call and emails resolving concerns, and ensuring a positive member experience, within four (4) business hours, utilizing Help Desk logging software (Zendesk) to track response and resolution times fully documenting procedures/resolutions/changes.</p><p>• Demonstrates a member-first mindset by proactively identifying needs and delivering timely, accurate, and effective solutions, with patience, professionalism, and a commitment to achieving positive outcomes.</p><p>• Demonstrates strong problem-solving skills and sound judgment when addressing member concerns and navigating complex situations.</p><p>• Appropriately escalate issues that are not resolved in a timely manner.</p><p>• User setup and maintenance of all master level accounts in the CLIENT website – Franchisee, Client Corporate, Trading Partners, and CLIENT Staff.</p><p><br /></p><p>EDUCATION &amp; EXPERIENCE</p><p>• Associate degree or bachelor’s degree preferred in Business Administration or related field.</p><p>• Minimum of 2-5 years of administrative or business coordination experience.</p><p>• Experience within the QSR, restaurant, or hospitality industry preferred.</p><p><br /></p><p>OTHER QUALIFICATIONS</p><p>• Demonstrates independent analytical and strategic thinking, applying role-specific knowledge and experience to develop sound recommendations that support business objectives.</p><p>• Effectively manages multiple complex priorities while maintaining strong organization, accountability, and attention to detail.</p><p>• Utilizes intermediate-level Microsoft Office and business systems skills to efficiently complete tasks and communicate effectively.</p><p>• Contributes confidently to discussions by clearly articulating ideas, collaborating across departments, and engaging diverse stakeholders to drive solutions.</p><p>• Fosters a positive team environment through constructive feedback, collaboration, and the ability to motivate and build confidence in others.</p><p>• Consistently demonstrates professionalism, dependability, and a commitment to continuous learning and development while supporting team and organizational success.</p>