Customer Care Analyst

Customer Care Analyst I

NE - Omaha, NE 68137

Position Type Full Time

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

What you must bring with you:

• Bachelor's degree in Accounting, Finance, MIS, or related field; or equivalent experience.
• 1-3+ years of experience in customer support, project implementation, or financial software support.
• Knowledge of the leasing/equipment finance industry lifecycle from origination through portfolio management and customer service desired.
• Strong understanding of accounting principles and general business operations; with 1–3 years of experience in an accounting role, highly desirable.
• Proficient with Internet Explorer and web-based applications.
• Proficient with Microsoft Office products or equivalent.
• Knowledge of Microsoft SQL fundamentals.
• Familiarity with Microsoft Dynamics GP, Management Reporting software, and Microsoft's customer portal.

What would help you succeed at LTi:

• Exceptional customer service and problem-resolution skills.
• Strong analytical and organizational skills with keen attention to detail and accuracy.
• Excellent communication skills, both verbal and written, with strong interpersonal abilities.
• Ability to interact with individuals across all levels of the organization.
• Ability to foster and support a collaborative team environment.
• Willingness and ability to adapt quickly to evolving technologies.
• Capable of delivering constructive feedback and documenting technical specifications in a clear, professional manner.
• Ability to manage multiple tasks, self-direct workflow, and meet critical deadlines.

And what you'll get in return:

• Competitive salary and a nice suite of benefits
• The opportunity to work on a next generation product
• A group of smart, dedicated professionals to spend your days with
• An employer that cares about its employees and their families as well as the community it resides in

LTi Technology Solutions, headquartered in Omaha, Nebraska, is a market leader in asset finance technology. We got our start over 35 years ago by creating a comprehensive software solution…