Customer Care Analyst

Position: Customer Care Analyst I
Customer Care Analyst

We are seeking a Customer Care Analyst who will provide issue resolution and implementation support to internal and external customers on a variety of proprietary applications and integrated third-party products. This role involves researching and resolving technical issues, supporting application implementation and training, managing customer upgrades, and ensuring comprehensive documentation. The position requires strong communication, analytical, and problem-solving skills in a client-facing environment.

We Value:
Integrity, Collaboration, Excellence

Spend your Days:

* Provides support and resolution for internal and external customers on the proper use of all LTi Technology Solutions and integrated third-party applications.

* Performs system troubleshooting to identify customer concerns and resolve application issues.

* Documents all troubleshooting steps and communication in the ticket management system, following established processes and procedures.

* Collaborates with Information Technology, Software Engineering, and/or third-party support teams to restore service or identify and correct core issues.

* Escalates software bugs and enhancement requests through LTi Technology Solutions' issue escalation process, adhering to documented procedures.

* Follows established security and compliance protocols when accessing and working with customer data.

* Executes testing assignments related to maintenance releases and/or hot fixes as required.

* Assists with customer software upgrades from initial kick-off through implementation, involving internal resources throughout the process.

* Conducts customer training sessions via webinars, on-site visits, and at the annual user conference. Supports the Sales department by delivering product demonstrations to new and existing customers.

* Creates and maintains Knowledge Base articles to address frequently asked questions and support documentation needs.

* Participates in after-hours and on-call assignments as needed.

* Occasional travel may be required, generally less than 5%.

* Performs other duties or projects as assigned or required.

You Value:
Service, Resourcefulness, Ownership