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Customer Care Analyst

Clerical/Administrative | Pleasanton, CA | Full Time, Contract, and Temporary

Job Description

Customer Care Analyst 2004

A leading enterprise software solutions company is looking for a Customer Care Analyst to resolve customer issues. The successful candidate will be a team player adept at working in a case-driven environment, and ideally come from a Saas customer service background. The company offers a great work environment!

Customer Care Analyst Pay and Benefits:

  • Hourly pay: $35/hr
  • Worksite: Leading enterprise software solutions company (Pleasanton, CA 94588 or Atlanta, GA 30326) 
  • W2 Employment, Group Medical, Dental, Vision, 401k

Customer Care Analyst 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.
  • 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 or business process improvements and make recommendations as appropriate.
  • Provide 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.
  • Own operational/administrative customer requests and follow through to resolution, i.e. requests for information, new account set-up, tenant maintenance, etc.
  • Manage incoming queues through a case management system to help resolve customer cases quickly and effectively.

Customer Care Analyst Qualifications: 

  • 5-7 years of experience in a customer services role.
  • Bachelor's degree or equivalent experience; business or technical degree preferred.
  • Solid computer skills (Software Application, Case Management).
  • Proven ability to collaborate and build strong relationships.
  • Ability to understand and interpret data from multiple sources.
  • 3-5 years of experience within functional areas of HR or Human Capital Management
  • SaaS experience helpful (Salesforce, Jira, etc.)

Job Type: 

  • 40 hours/week, 3 Month Assignment