Customer Care Technical Analyst

Job Summary:

Job Description:

Primary Responsibilities

Support & Troubleshooting

• Respond to incoming customer inquiries across all available channels, managing a work queue to ensure compliance with Service Level Agreement timeframes.
• Establish proficiency in the Northpointe Suite and underlying database management systems to troubleshoot and resolve customer application software issues.
• Accurately assess the priority and severity of customer issues based on predefined criteria, customer problem descriptions, and industry experience; utilize established escalation paths for issues of routine scope and complexity.
• Provide practical workarounds to customers when immediate software modifications are not available.

Documentation & Case Management

• Log all and any ongoing actions with thorough, specific detail — capturing sufficient context so that any team member can understand the full history of an issue without follow-up, and building the support knowledge base over time.
• Monitor open tickets twice daily to ensure timely progress; keep ticket status current and maintain proactive customer communication throughout.
• Maintain quality test records to capture testing evidence carried out prior to software releases.

Communication & Relationships

• Communicate proactively with customers and internal stakeholders — including status updates using pre-defined criteria.
• Build strong relationships with 3rd parties and external providers to ensure timely data flow.
• Provide updates to the Customer Care Manager as needed; collaborate with customers and internal teams — including Quality Assurance and Deployment — to coordinate the resolution and deployment of fixes for application defects.
• Use technology effectively to collaborate and maintain strong remote working relationships (Teams, SharePoint, Confluence, Jira, etc.). Camera use is expected on all customer calls and team meetings.

Process & Continuous Improvement

• Follow documented procedures for processing complex data, reporting problems, and required changes.
• Assist with creating, organizing, and maintaining the equivant Documentation Library.
• Understand team metrics and SLA standards; make suggestions to improve data quality and processes.

Basic Qualifications

• Communication: Consistent, proactive, and detailed — internally and externally. Does not wait to be asked for updates. Written and verbal communication is clear, organized, and stands alone without follow-up clarification.
• Curiosity and Self-Direction: Approaches unfamiliar problems with initiative. Independently researches issues, asks thoughtful questions, and pursues skill growth without requiring direction to do so.
• Ability to recognize trends in escalated issues.
• Ability to manage multiple complex tasks simultaneously in a fast-paced, deadline-oriented environment.
• Zendesk experience preferred; or equivalent ticketing system experience.
• Basic SQL knowledge preferred, or willingness to learn.

Worker Type:

Number of Openings Available: