Overview:
Our Customer Care Analyst is responsible for providing technical support for assigned JAGGAER product lines. Customer Care Analysts maintain close relationships with key client contacts and use their technical skills to resolve application issues. You play a crucial role in recommending new configurations to assist customers in achieving their organizational goals. Customer Care Analysts work closely with members of the Customer Success Managers, Professional Services, and Development team to remediate reported client issues in a timely and professional manner. The position requires excellent oral and written communication skills and exceptional analytical skills.

Principal Responsibilities:

• Perform technical troubleshooting and data analysis to identify the root causes of software problems reported through the support portal web cases and telephone calls. Assist customers in resolving the issue within the target service level agreement by providing solutions or action plans.
• Analyse technical configurations, integrations, data migrations and technical installations for client systems to perform in-depth technical troubleshooting, testing, and recommend solutions.
• Analyse and document requirements and rules, enhancements, or changes.
• Document internal and external correspondence for incident resolution including trouble shooting steps, solutions or action plans, and best practices identified by resolving the customer issue.
• Develop and maintain proficiency in the JAGGAER software solutions, solution methodologies, and core technologies.
• Develop good habits for managing caseloads, keeping cases and clients up to date and closing cases on a regular basis.
• Participate in internal meetings such as implementation transition meetings for new customers and sprint reviews and report back to Support Team.

Position Requirements:

• Associate or bachelor’s degree.
• 3 years of experience working with software applications - Software-as-a-Service web-based environment preferred.
• Thrive in a front line, direct customer contact role communicating via phone, email, online meeting, desktop sharing, and video conferencing software and other channels, such as chat and social media, that may develop over time.
• Microsoft Excel and PC/web browser troubleshooting expertise required.
• Understanding of database concepts, for example, general SQL query constructs.
• com, XML and/or Splunk experience preferred.
• Ability to learn complex software – committed to being a lifelong learner.
• Ability to create, follow and execute documented procedures – create knowledgebase articles/content.
• Ability to work on multiple projects under tight time constraints – multitasking is an essential element of this role.
• Excellent analytical and problem-solving skills.
• Ability to work independently and be a great teammate.
• Workflow process development is desirable.
• Must be able to communicate technical solutions to customers, production support, development, and management.
• Participate in a Global Team staffed 24/5 with on call requirements. Our team is responsible for assisting customers during designated assigned shifts primarily during US business hours.
• Strong communication, presentation, documentation, and problem-solving skills.OUR VALUES:At JAGGAER, our values shape everything we do—from supporting customers and collaborating with teammates to building products and fostering our culture.Be Collaborative: Promote mutual respect, work productively with others, and share responsibility for success.Be Accountable: Own your actions, learn from challenges, and stay proactive to achieve results.Be Adaptable: Embrace change, encourage innovation, and stay effective through significant transitions.

LI-SN

• Perform technical troubleshooting and data analysis to identify the root causes of software problems reported through the support portal web cases and telephone calls. Assist customers in resolving the issue within the target service level agreement by providing solutions or action plans.
• Analyse technical configurations, integrations, data migrations and technical installations for client systems to perform in-depth technical troubleshooting, testing, and recommend solutions.
• Analyse and document requirements and rules, enhancements, or changes.
• Document internal and external correspondence for incident resolution including trouble shooting steps, solutions or action plans, and best practices identified by resolving the customer issue.
• Develop and maintain proficiency in the JAGGAER software solutions, solution methodologies, and core technologies.
• Develop good habits for managing caseloads, keeping cases and clients up to date and closing cases on a regular basis.
• Participate in internal meetings such as implementation transition meetings for new customers and sprint reviews and report back to Support Team