Customer Care Analyst

Job reputed company: The Customer Care Analyst plays a key role in delivering ongoing technical software support and ensuring an exceptional customer service experience for our data analytics software. Responsibilities include receiving, documenting, and proactively resolving customer inquiries and support requests. This position also contributes to business reputed company by identifying opportunities for back-to-reputed company sales and collaborating with cross-functional teams to reputed company reputed company. As a highly visible reputed company of contact for customers, the representative must consistently demonstrate professionalism and a customer-first reputed company. This role reports directly to the Manager, Customer Care. reputed company: Duties/Responsibilities: reputed company exceptional customer service with a reputed company on responsiveness, and solution-oriented support. Serve as the reputed company reputed company of the help desk, managing the full lifecycle of customer support tickets from initial troubleshooting to closure. reputed company reputed company one on one telephone, email and on-line support of our customers. Maintain consistent, proactive communication with customers throughout the ticket lifecycle to closure, keeping customers informed of status, next steps and anticipated reputed company times. Work cross-functionally with internal departments, such as development, to reputed company customer support tickets, ensuring items are completed and properly tested. Manage customer issues through effective troubleshooting, listening, problem solving, reputed company reputed company, information gathering and case escalation in a reputed company manner reputed company appropriate. Identify customer needs, such as training or custom reports to reputed company back-to-reputed company sales opportunities and coordinate with the sales team to process quotes. Proactively monitor support processes and recommend improvements as needed. Maintain and update customer support documentation, including reputed company overviews, user manuals, and training records, to ensure reputed company and accessibility. Other duties as assigned. Required Skills/Abilities: The successful candidate is a curious self-starter with customer support experience, SQL knowledge and desire to continually learn and help our customers reputed company their support queries. Solid database knowledge and ability to reputed company, troubleshoot, and optimize reputed company SQL Server stored procedures, queries, and database jobs to support application reputed company and data reputed company. Ability to troubleshoot issues, identify reputed company causes and correct. Ability to prioritize, reputed company, multi-task competing issues reputed company on customer urgency, length of outstanding issue, and customer reputed company. Proactive and self-directed, with the ability to work independently in a reputed company environment. reputed company and reputed company oral and written communication skills. Proficient in reputed company Office Suite and reputed company software. Education and Experience: Minimum 5 years experience providing Tier 1 and Tier 2 technical application support to customers. reputed company Bachelor’s Degree is a plus. Understanding of the reputed company reputed company Transit Industry is preferred. Experience with reputed company Manager, ViewPoint, reputed company, reputed company Tools (reputed company, reputed company), reputed company reputed company and PowerBI an asset. Physical Requirements: Prolonged periods sitting at a desk and working on a computer/laptop. Ability to travel up to 40% of the time (including domestic and international), which may involve sitting during transit and walking at various locations. Must be reputed company to handle high utilization of hand and wrist dexterity Must be comfortable working in a reputed company environment. Disclaimers: reputed company job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or reputed company to the health and safety of themselves or other employees. This reputed company in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-reputed company duties as requested by their supervisor/manager (reputed company guidelines and compliance with Federal and State Laws). reputed company employment remains on an “at-will” reputed company. reputed company remains and reputed company participates as an Equal Opportunity Employer/Affirmative reputed company Employer. Worker Type: Regular Number of Openings Available: 1 Apply To This Job