Note: The job is a remote job and is open to candidates in USA. TransTrack Solutions Group provides data analytics software and customer support services. The Customer Care Analyst delivers Tier 1 and Tier 2 technical application support, manages customer inquiries and help desk tickets, troubleshoots SQL-related issues, and identifies opportunities for additional services while collaborating with internal teams.
Responsibilities
- Deliver exceptional customer service with a focus on responsiveness, and solution-oriented support
- Serve as the primary owner of the help desk, managing the full lifecycle of customer support tickets from initial troubleshooting to closure
- Provide direct 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 resolution times
- Work cross-functionally with internal departments, such as development, to resolve customer support tickets, ensuring items are completed and properly tested
- Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate
- Identify customer needs, such as training or custom reports to generate back-to-base 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 system overviews, user manuals, and training records, to ensure accuracy and accessibility
- Other duties as assigned
Skills
- The successful candidate is a curious self-starter with customer support experience, SQL knowledge and desire to continually learn and help our customers resolve their support queries
- Solid database knowledge and ability to develop, troubleshoot, and optimize MicroSoft SQL Server stored procedures, queries, and database jobs to support application performance and data accuracy
- Ability to troubleshoot issues, identify root causes and correct
- Ability to prioritize, balance, multi-task competing issues based on customer urgency, length of outstanding issue, and customer impact
- Proactive and self-directed, with the ability to work independently in a 100% remote environment
- Clear and professional oral and written communication skills
- Proficient in Microsoft Office Suite and related software
- Minimum 5 years experience providing Tier 1 and Tier 2 technical application support to customers
- 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 able to handle high utilization of hand and wrist dexterity
- Must be comfortable working in a 100% remote environment
- Related Bachelor's Degree is a plus
- Understanding of the North American Transit Industry is preferred
- Experience with TransTrack Manager, ViewPoint, FreshDesk, Atlassian Tools (JIRA, Confluence), MicroSoft Fabric and PowerBI an asset
Benefits
- 100% remote environment
Company Overview