Customer Care Analyst

TransTrack Systems, Inc.; Town of Texas, Northern (WI, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

TransTrack Systems, Inc. is seeking a Customer Care Analyst to deliver technical software support for our data analytics platform. You will own the help desk, handle tickets end-to-end, and collaborate with product teams to resolve issues while identifying sales opportunities.

The role requires 5+ years in technical support and familiarity with SQL, FreshDesk, PowerBI and related tools. This position is fully remote with travel up to 40% as needed for in-person engagements.

Qualifications

• Minimum 5 years of Tier 1 and Tier 2 technical support experience.
• Bachelor’s degree preferred.
• Understanding of the North American Transit Industry is preferred.
• Experience with TransTrack Manager, ViewPoint, FreshDesk, Atlassian Tools (JIRA, Confluence), Microsoft Fabric and PowerBI is an asset.

Responsibilities

• Deliver exceptional customer service focusing on responsiveness and solutions.
• Own the help desk and manage full lifecycle of support tickets from troubleshooting to closure.
• Provide direct one-on-one phone, email and online support to customers.
• Coordinate with development to resolve tickets and ensure proper testing.
• Identify training or custom reports to generate back-to-base sales opportunities.
• Proactively monitor processes and update support documentation.

Skills

Customer support experience

SQL knowledge

Strong communication

Problem solving

Self-starter

Remote work readiness

Education

Bachelor’s Degree

Tools

Microsoft SQL Server

FreshDesk

JIRA

Confluence

PowerBI

ViewPoint

TransTrack Manager

Microsoft Fabric

Job description

Job Summary:

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. Responsibilities include receiving, documenting, and proactively resolving customer inquiries and support requests. 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.

Job Description:

Duties/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 on-line support of our 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/Abilities: The successful candidate is a curious self-starter with customer support experience, SQL knowledge and desire to continually learn and help our 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. Ability to prioritize, balance, 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 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 PowerBI 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.

Disclaimers:

All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees. This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis. TransTrack Solutions Group remains and actively participates as an Equal Opportunity Employer/Affirmative Action Employer.

Worker Type:

Regular Number of Openings Available: 1 TransTrack Systems delivers a comprehensive business intelligence solution that satisfies the diverse reporting requirements for all users from senior management to operational resources. We are one team that is committed to customer satisfaction, while pursuing excellence in consulting and reporting system capabilities for our clients. We lead by example to empower staff to take action and collaborate to achieve the best results. TransTrack Systems is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited. Please inform us if you have a disability or special need that requires accommodation.