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