Customer Care Analyst

Job Summary:
The Customer Care Analyst provides phone-based support, gathers customer needs, and triages issues to the appropriate teams to ensure a smooth and positive customer experience.

Job Description:
Job Summary
The Customer Care Analyst serves as the first point of contact for Red River Software customers, delivering high-quality phone support and ensuring a positive customer experience. This role focuses on understanding customer needs, documenting issues, and effectively triaging requests to the appropriate teams for resolution.
This position is responsible for intake, communication, and coordination of customer issues, ensuring clear expectations and timely follow-up throughout the customer journey. Success in this role comes from strong communication, attention to detail, and ownership—not deep technical troubleshooting.

Key Responsibilities
Customer Support & Communication
Provide high-quality support primarily through inbound phone interactions
Deliver a professional, empathetic, and solutions-oriented experience
Ask effective questions to clearly understand customer needs
Issue Intake & Triage
Accurately document customer issues and requests
Identify the type, urgency, and impact of each issue
Resolve common or basic requests when possible, during the initial interaction
Route issues to the appropriate internal team with clear, complete information
Case Management & Follow-Up
Maintain accurate and complete records of customer interactions
Monitor open cases and ensure timely follow-up and resolution
Communicate updates, next steps, and expectations clearly to customers
Cross-Team Coordination
Collaborate with internal teams to ensure smooth handoffs
Provide complete context when escalating issues to reduce delays and rework
Process & Continuous Improvement
Follow established workflows and support processes
Identify recurring issues and share trends with leadership
Contribute to improving customer experience and internal processes
Qualifications
Required
1–3 years of experience in customer service, call center, or customer-facing support
Strong verbal communication and active listening skills
Ability to remain calm and professional in high-volume environments
Strong organizational skills and attention to detail
Ability to manage multiple priorities in a fast-paced environment
Preferred
Experience providing phone-based customer support
Familiarity with CRM or ticketing systems (e.g., HubSpot or similar)
Experience working in a cross-functional team environment
Success in This Role
Customers feel heard, supported, and confident after each interaction
Issues are accurately triaged and routed the first time
Communication is clear, timely, and consistent
Cases are well-documented and followed through to resolution
Strong collaboration improves overall customer outcomes
Additional Information
This is a remote position
Occasional travel may be required based on business needs

Worker Type:
Regular

Number of Openings Available:    
1