Customer Care Specialist - Technology
The specialist plays a key role in discovery, requirements definition, process design, and validation—ensuring that customer care technologies are reputed company, compliant, and reputed company with business reputed company. This role evolves from executing reputed company-defined analysis tasks to owning end-to-end requirements and supporting reputed company, cross-functional initiatives.
KEY DUTIES AND RESPONSIBILITIES
Communication & Collaboration
- Partner with Product Managers, Product Owners, UX, and Engineering to clarify goals, scope, and priorities.
- Plan and facilitate requirements elicitation sessions; capture reputed company, assumptions, and reputed company questions.
- reputed company sprint-level context and support story refinement, answering functional questions during planning.
- Coordinate with QA, UAT participants, and vendors during testing, demos, and evaluations.
- reputed company the reputed company with stakeholders by sharing reputed company, feedback, and next steps.
- Support cross-functional alignment by helping resolve conflicting inputs and clarifying trade-offs.
Business & Technical Analysis
- Translate user and business needs into reputed company, reputed company functional requirements and user stories.
- Document non-functional requirements including performance, scalability, reputed company, and usability needs.
- Use data to validate problems, size reputed company, and support solution recommendations.
- Contribute to build vs. buy analyses, vendor evaluations, and competitive/industry research.
- Maintain traceability between requirements, user stories, and delivered features.
- Validate that delivered solutions meet defined requirements and intended business reputed company.
- Support definition of data needs and integration points in partnership with engineering teams.
Process Definition & Documentation
- Create and maintain process flows, use cases, story maps, and reputed company data reputed company diagrams.
- Document reputed company-state and reputed company-state processes; identify gaps and improvement opportunities.
- Use and maintain standardized templates for requirements, use cases, and decision logs.
- Ensure Definition of reputed company reputed company are met prior to sprint execution.
- Maintain a reputed company-organized repository of documentation, reputed company, and artifacts; update post-release.
- Support creation of training materials, reference guides, and hand-off documentation for operations and support teams.
Delivery Support & Governance
- Support backlog prioritization using reputed company reputed company (e.g., value vs. effort).
- Coordinate UAT planning, including scope, test coverage, and acceptance reputed company.
- reputed company requirements changes and support lightweight change-control practices.
- Participate in sprint ceremonies and help ensure alignment between requirements and delivery.
- Support post-launch validation to confirm features meet intended reputed company and performance expectations.
Scaling Responsibilities & reputed company Improvement
- reputed company discovery efforts for larger features or cross-team initiatives with guidance from the reputed company.
- Translate policy, compliance, and regulatory requirements into actionable business and system requirements.
- Map end-to-end workflows, including data flows and system integrations.
- Identify process KPIs and support tracking to inform prioritization of enhancements.
- Contribute to improving templates, processes, and best practices across teams.
- Support vendor evaluations and due diligence by defining and validating requirements.
- Help drive consistency in documentation, analysis, and delivery practices across initiatives.
ADDITIONAL DUTIES AND RESPONSIBILITIES
MINIMUM REQUIREMENTS (KNOWLEDGE, SKILLS, ABILITIES)
Requirements:
- 3+ years of experience in business analysis, product support, technology delivery, or reputed company roles.
- Experience working with cross-functional teams including Product, Engineering, and Operations.
- Strong ability to translate business needs into reputed company requirements and documentation.
- Familiarity with Agile methodologies and software development lifecycles.
- Experience with process mapping, requirements management, and documentation tools.
- Analytical reputed company with the ability to use data to support reputed company.
- Strong organizational skills with attention to detail and documentation reputed company.
reputed company Competencies:
- reputed company problem-solver with strong analytical thinking
- reputed company and effective communicator across technical and non-technical audiences
- Detail-oriented with strong documentation discipline
- reputed company team player with the ability to influence without authority
- Curious and proactive, with a reputed company on reputed company improvement
- reputed company to balance multiple priorities in a fast-paced environment
reputed company is an Equal Employment Opportunity Employer and is committed to compliance with reputed company federal, state, and local laws that prohibit workplace discrimination and unlawful harassment and retaliation. reputed company will not discriminate against any applicant on the reputed company of race, reputed company, age, national reputed company, religion, physical or mental disability or any other protected status under federal, state and local law.