Red River Software · 15 hours ago
Customer Care Analyst
United States
Full-time
Remote
Entry, Mid Level
2+ years expRed River Software is a company that specializes in Accounting and Fuel Management products. They are seeking a Customer Care Analyst to support their software solutions by resolving customer issues, maintaining records, and fostering collaboration among teams.
Computer Software
Responsibilities
Deliver exceptional customer service to both external customers and internal team members through professional communication, empathy, and excellent telephone support etiquette
Respond to, analyze, investigate, and resolve user incidents and service requests promptly, ensuring minimal disruption to operations
Maintain accurate records of all customer interactions, including detailed documentation of issues, troubleshooting steps, and resolutions
Monitor support queues to ensure all incoming issues are properly triaged, prioritized, and addressed in a timely manner
Review, research, and resolve complex or high-priority technical issues that require in-depth analysis or cross-functional collaboration
Manage escalated issues by coordinating solutions across departments and ensuring effective communication and follow-up
Foster collaboration among technical and non-technical staff, building productive relationships with users, peers, and management to drive resolution and improvement
Create and maintain knowledge base articles to enhance team knowledge, consistency, and efficiency
Develop the ability to train end-users on software functionality and best practices to empower self-sufficiency
Demonstrate sound judgment in independently selecting methods and techniques for problem-solving and resolution
Exhibit strong time and capacity management skills to maintain productivity and minimize idle time
Show initiative and passion for improving support processes, documentation standards, and service methodologies
Qualification
Required
2+ years' experience in any of the following industries: Accounting/Bookkeeping, Fuel Jobbers Operations, CO-OP Operations, Fuel Station Servicing
2+ years' proven experience in a technical/systems support role with direct customer interaction
3+ years experience with Microsoft Office Suite including MS Outlook, MS Teams, MS Excel, MS Word
2+ years experience in the documentation of issues, processes, and SOP's (Standard Operating Procedures)
Preferred
Associate or bachelor's degree (Optimal areas of study include: Computer Science, Operations, Business, Accounting, Databases)
Experience with identifying and assisting in developing process improvements
2+ years of experience utilizing an enterprise CRM solution. (Hubspot)
2+ years experience working with SQL databases, including writing and optimizing queries, statements, and stored procedures
Experience managing customer expectations regarding issue resolutions install scheduling changes, and customer concerns
Skilled in software testing and troubleshooting to identify and resolve potential issues
Company
Red River Software
A subsidiary of Cultura Technologies, Red River Software provides the development and support of operations and accounting software for specialized industries including, convenience stores, co-ops, and fuel dealers.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase