Customer Care Analyst

Job Summary:

We are looking for a customer oriented professional who can take on the responsibility of providing Tier I software application support for the equivant case management system(s) and companion product(s).

JOB RESPONSIBILITIES:
Customer Engagement: Professionally handle customer phone calls and efficiently record customer issues in a customer call tracking application.

Technical Expertise: Utilize your deep knowledge of application software, hardware platforms, and underlying database management systems to troubleshoot and resolve customer application software issues.

Resourcefulness: Provide practical workarounds to customers when immediate software modifications are not available.

Issue Prioritization: Accurately assess the priority and severity of customer calls based on predefined criteria, customer problem descriptions, and industry experience.

Effective Routing: Appropriately direct customer calls based on their requirements, defect nature, priority, and the responsible department.

Proactive Communication: Keep customers informed about the ongoing analysis of their issues and confirmed application problems.

Collaborative Problem-Solving: Collaborate with customers and internal team members, such as Quality Assurance and Deployment teams, to coordinate the deployment of fixes for application defects.

Efficient Task Management: Evaluate assigned calls and promptly address them in a predefined, priority-based order.

Thorough Documentation: Analyze and meticulously document application issues for escalation to management, contributing to effective resolution.

Job Description:

ABOUT THE ROLE:

We are looking for a customer oriented professional who can take on the responsibility of providing Tier I software application support for the equivant case management system(s) and companion product(s).

JOB RESPONSIBILITIES:

Customer Engagement: Professionally handle customer phone calls and efficiently record customer issues in a customer call tracking application.

Technical Expertise: Utilize your deep knowledge of application software, hardware platforms, and underlying database management systems to troubleshoot and resolve customer application software issues.

Resourcefulness: Provide practical workarounds to customers when immediate software modifications are not available.

Issue Prioritization: Accurately assess the priority and severity of customer calls based on predefined criteria, customer problem descriptions, and industry experience.

Effective Routing: Appropriately direct customer calls based on their requirements, defect nature, priority, and the responsible department.

Proactive Communication: Keep customers informed about the ongoing analysis of their issues and confirmed application problems.

Collaborative Problem-Solving: Collaborate with customers and internal team members, such as Quality Assurance and Deployment teams, to coordinate the deployment of fixes for application defects.

Efficient Task Management: Evaluate assigned calls and promptly address them in a predefined, priority-based order.

Thorough Documentation: Analyze and meticulously document application issues for escalation to management, contributing to effective resolution.

Worker Type:

Regular

Number of Openings Available:    

1