Customer Care Analyst

Job Summary:

Job Description:

ABOUT THE COMPANY:

We are driven by a justice system that instills confidence through its processes and is accessible to all citizens. Like you, equivant aims to embrace community while advancing justice and deliver better outcomes to all who touch the justice system. We do this through our deep domain knowledge, modern technologies, and expert services that help promote public and individual safety by informing decisions at every step. As fellow stewards of justice, equivant is committed to your mission and we value your ideals. Our people operate with fairness and integrity, believing that there is no such thing as “good enough”.

ABOUT THE ROLE:

We are looking for a customer oriented professional who can take on the responsibility of providing Tier I software application support for the equivant case management system(s) and companion product(s).

JOB RESPONSIBILITIES:

Customer Engagement: Professionally handle customer phone calls and efficiently record customer issues in a customer call tracking application.

Technical Expertise: Utilize your deep knowledge of application software, hardware platforms, and underlying database management systems to troubleshoot and resolve customer application software issues.

Resourcefulness: Provide practical workarounds to customers when immediate software modifications are not available.

Issue Prioritization: Accurately assess the priority and severity of customer calls based on predefined criteria, customer problem descriptions, and industry experience.

Effective Routing: Appropriately direct customer calls based on their requirements, defect nature, priority, and the responsible department.

Proactive Communication: Keep customers informed about the ongoing analysis of their issues and confirmed application problems.

Collaborative Problem-Solving: Collaborate with customers and internal team members, such as Quality Assurance and Deployment teams, to coordinate the deployment of fixes for application defects.

Efficient Task Management: Evaluate assigned calls and promptly address them in a predefined, priority-based order.

Thorough Documentation: Analyze and meticulously document application issues for escalation to management, contributing to effective resolution.

EDUCATION/EXPERIENCE:

Worker Type:

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