Customer Care Technical Analyst

THIS POSITION IS REMOTE, with some possible exceptions for onboarding, team meetings, etc.

The Customer Care Technical Analyst will be responsible for front-line customer care technical support of the Northpointe Suite, troubleshooting, and first-stage investigative work required to progress customer issues to resolution. The successful candidate will work with the existing Customer Care team to support our client base, with the opportunity for growth within the company.

The primary job responsibilities will include:

• Respond in a timely manner to incoming customer inquiries via all available channels.
• Build strong, positive, business relationships with 3rd parties and external providers to ensure a timely data flow.
• Assist with creating, organizing, and maintaining the Northpointe Documentation Library on an electronic platform.
• Follow documented procedures for the processing of complex data, reporting problems, and required changes to the team lead.
• Establish proficiency in the Northpointe Suite and use the application to generate supplemental data.
• Establish proficiency in assigned support tools.
• Document all customer interactions in a timely manner and according to established protocol.
• Perform basic technical troubleshooting and assist end users in basic navigation of the Northpointe Suite.
• Utilize published resources and established escalation paths to solve routine software and hardware issues of limited scope and complexity.
• Investigate initial troubleshooting and testing of non-standard support questions.
• Manage a work queue, with oversight as needed, to ensure timely response and resolution of customer inquiries.
• Understand team metrics and standards and strive for operational excellence to achieve these standards in daily activities.
• Ensure customer satisfaction by performing support duties with honesty and integrity instituting a highly responsive and unsurpassed level of customer service.
• Responsible for on-call duties as scheduled.
• Responsible for various work schedules as assigned.

Customers

• Support existing clients and drive customer satisfaction.
• Provide superior customer support and ensure that commercial terms are sustainable, profitable, and consistent with Northpointe practices.
• Maintain high levels of customer satisfaction.
• Ensure cases and incidents are resolved within Service Level Agreements timeframes.
• Provide weekly and monthly updates to the Customer Success Manager, and customers, as assigned.

Additionally, you may be required to:

• Provide updates to the team lead on the progress of data quality processes.
• Make suggestions to improve the quality of data and processes.