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Customer Care Analyst

Client Services | Pleasanton, CA | Full Time, Contract, and Temporary

Job Description

Customer Care Analyst 1692


  • Lead internal and customer facing meetings to prepare customers for success in production
  • Develop and deliver content using WebEx to various stakeholders across the world
  • Manage written and oral customer communication
  • Advise customers about available services and resources
  • Act as liaison between the customer and our internal teams (Support, Documentation, Community, Customer Success Managers, Legal, etc.) and other internal teams to ensure unique customers’ needs are being met
  • Define, document and maintain business processes, requirements, and policies
  • Support operations related initiatives identified by the Support management team
  • Identify opportunities for business process improvements and make recommendations as appropriate
  • Provide Community end user support to our customers and partners
  • Analyze ways to improve tools so that customers can be self-sufficient and cases can be avoided
  • Clearly and succinctly document communications to customers
  • Assignment of cases as appropriate
  • Own operational/administrative customer requests and follow through to resolution, i.e. requests for information, new account set-up, tenant maintenance, etc.
  • Research customer questions/issues
  • Effectively prioritize and escalate customer issues as required
  • Manage incoming queue through case management system to help resolve customer cases quickly and effectively


  • 5-7 years of experience in a customer services role
  • Bachelor degree or equivalent experience; business or technical degree preferred
  • Excellent verbal and written communication skills
  • High-energy with a passion to learn and contribute
  • Solid computer skills (Software Application, Case Management)
  • Detail-oriented, able to keep track of lots of data effectively
  • Ability to absorb new concepts and technologies quickly
  • Ability to multi-task and manage priorities
  • Ability to work in a fast paced, dynamic, and fun team environment
  • Proven ability to collaborate and build strong relationships
  • Ability to understand and interpret data from multiple sources
  • Passion for customers and customer success

Preferred Qualifications:

  • 3-5 years of experience within functional areas of HR or Human Capital Management
  • SaaS experience helpful (Salesforce, Jira, etc.)
  • Team player who will work across the organization and company to continue improving the way we serve our customers

$35 per hour                              Pleasanton, CA 94588                         5 Month Assignment