Customer Care Analyst

About the role

The Customer Care Analyst plays a key role in delivering ongoing technical software support and ensuring an exceptional customer service experience for our data analytics software. This position also contributes to business growth by identifying opportunities for back-to-base sales and collaborating with cross-functional teams to drive success. As a highly visible point of contact for customers, the representative must consistently demonstrate professionalism and a customer-first mindset. This role reports directly to the Manager, Customer Care.

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 online support to 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.

Required Skills and Abilities

• Curious self-starter with customer support experience, SQL knowledge, and a desire to continually learn and help 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 them.
• Ability to prioritize, balance, and 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.

Education and Experience

• Minimum 5 years of experience providing Tier 1 and Tier 2 technical application support to customers.
• 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 Power BI is an asset.

Physical Requirements

• 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.