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Customer Care Analyst

Customer Service | Pleasanton, CA | Full Time, Contract, and Temporary

Job Description

Customer Care Analyst 1088 

In this role, you will work closely with other Customer Care Specialists to ensure our customer's inquiries are diligently followed up on.

Responsibilities:

  • 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 the case management system to help resolve customer cases quickly and effectively

Requirements:

  • 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
  • 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.

$30-$35 per Hour          Pleasanton, CA  94588            12 Month Assignment