equivant

Customer Care Technical Analyst - 2nd shift

equivant

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Serve as a primary point of contact for troubleshooting and resolving customer-reported issues.
  • Investigate and replicate technical problems; escalate complex bugs to Development, DevOps, Data & Integrations, or Product teams with clear documentation.
  • Monitor and respond to support tickets within defined service-level agreements (SLAs).
  • Escalate urgent or high-impact cases appropriately while maintaining ownership of the communication thread.
  • Maintain deep knowledge of the Northpointe Suite and its integrations to diagnose issues and educate customers accurately.
  • Stay current on new releases, system changes, and enhancements to effectively support product adoption.
  • Create and update internal documentation, FAQs, and knowledge base articles based on ticket trends and recurring issues.
  • Collaborate with Customer Success and Product teams to ensure shared understanding of recurring customer pain points.
  • Identify patterns in support requests and suggest process or product improvements based on customer feedback and ticket analysis.
  • Recommend improvements to support processes, escalation workflows, and tools.
  • Proactively identify opportunities to reduce support volume through automation, self-service, or product enhancements.
  • Develop and exhibit proficiency in customer support tools.
  • Responsible for on-call duties once per month .
  • THIS POSITION IS REMOTE - with travel possible for onboarding, company meetings, etc.

Requirements

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