Vision Critical

Member Services Analyst

Job Location CA-BC-Vancouver
Tech/ Panel Support
Regular Full-Time


The Member Services Analyst plays a major part in how successful an insight community can be. It is the role of the Member Services Analyst to provide professional, responsive communications to community members with technical support inquiries initiated by any community activity (online survey launches, deployments and/or any recruit efforts). It is their responsibility to schedule and process sweepstakes draws, and organize winner and prize information in an efficient, professional manner to encourage member engagement.

Responsibilities - Member Services Analyst – (Level) 1

  • Troubleshoot and solve member/incentive supports tickets within Department Service Level.
  • Escalate issues related to member/incentive support tickets to appropriate internal partners when member services is unable to resolve.
  • Maintain accurate and effective FAQ documents for assigned communities
  • Translate documentation to other languages as requested
  • Process draws on schedule, including redraws
  • Prepare and process fulfillment orders and place orders with VC vendors
  • Accurately enter draw and fulfillment information into the incentive databases
  • Prepare weekly summaries of noteworthy activities for leadership
  • Complete set-up of new member support mailboxes including testing MSS links.
  • Complete and/or assist in the set-up and testing of new customer support tools
  • Close down communities as per ticket requests.
  • Register new incentives draws as per ticket requests
  • Complete daily approvals of incentive draws and/or fulfillment orders
  • Maintain high level of technical knowledge on Vision Critical ‘s product offering
  • Assist in training new team members
  • Project work as assigned


  • High level of proficiency with the Internet and MS Office applications
  • Strong computer and typing skills
  • Superior customer service skills, including via email correspondence
  • Detail oriented, self-proficient and demonstrated multi-tasking abilities
  • Expertise in troubleshooting and creating solutions
  • Desire to take on customer support role
  • Additional languages

Nice to haves

  • Basic market research experience and understanding
  • Experience in IT Technical Support and/or previous helpdesk, customer service experience


About Us


Vision Critical provides customer relationship intelligence software that improves customer relationships to grow customer lifetime value. Designed for today’s always-on, social and mobile savvy customer, Vision Critical’s technology helps large, customer-centric enterprises discover what their customers want so they can deliver what they need. Unlike traditional customer research, which is slow, expensive and gathers dust on a shelf, Vision Critical’s customer intelligence platform replaces static data and cumbersome reports with real-time actionable customer intelligence that companies need to build better products, deliver better services and achieve better business outcomes. Hundreds of high-performance organizations use Vision Critical’s technology. Follow us on Twitter at


Ready to join our team?


If you are interested in helping Vision Critical deliver on its commitments and taking your career to the next level, we invite you to apply online now.


Please note that due to the high volume of applications received, only short-listed candidates will be contacted.


Thank you for your interest in Vision Critical.


Vision Critical is an equal opportunity employer.




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