Customer Care Analyst

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