Customer Care Analyst

CDC Software, Inc.The Customer-Driven Company™

 

CDC Software, Inc. is a global software provider of Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), Supply Chain Management (SCM), and real-time Performance Management (PM) solutions and services targeted to specific industries and vertical markets.  By embedding industry-specific functionality and best practices in its solutions, CDC Software offers faster implementation, lower total cost of ownership, and superior business fit.  CDC Software solutions have a global reach and serve over 6,000 customers in more than 50 countries through our 22 global offices. With our corporate headquarters in the United States, a strong presence in EMEA, Australia, and South America, and a notable presence in Chinaand Japan, we use our global experience and resources to deliver superior products and services.  For more information on our growing company, please visit www.cdcsoftware.com.

 

Title: Customer Care Analyst

 

Reports to:  Customer Care Manager

Department:  WMS Customer Support   

 

Department Mission:  Help customers increase revenue, decrease costs, and improve asset utilization by providing support services that enable effective supply chain execution through superior WMS performance and business effectiveness. We accomplish this by delivering services customers need today, and continually developing new and improved service offerings for tomorrow.

 

Job Purpose:  Provides immediate solutions to customer problems by assessing the nature of the problems, answering questions on function and usage of product and resolving simple and basic support issues with moderate supervision.

 

Essential Results and Activities:

1 Serves customers in a Tier 1 or Tier 2 capacity byActing as a support liaison between the company and the customerAnswering incoming callsPromptly responding to customer requestsPossessing functional knowledge of most company products, customer modifications and other customer applicationsMaintaining current knowledge of product offerings and support services Occasionally traveling to customer sites

2 Resolve customer problems byIdentifying and investigating the cause of the problemAccurately documenting problems, actions and time spentWorking with resolutions and previous casesConsulting with coworkers by following the escalation pathExpediting accurate solutions within support contract time guidelines

3 Maintains customer’s system health byIdentifying recurring customer problemsAnalyzing previous cases and identifying trendsNotifying senior staff of possible resolutions.

4 Maintain a productive work environment byBalancing time and priorities efficiently to maximize productivityProducing results with a proper balance of quantity, quality, efficiency and costPerforming assigned work within agreed upon time schedule adhering to quality standardsProvides info management support by documenting information using the appropriate corporate tracking systemsWorking days and shifts other than normal work schedule, carrying a beeper outside of normal business hours and providing stand-by coverage to ensure adequate customer supportManaging the case call queueAttending departmental meetingsIdentifying areas that need improvement and providing the team with ideas for corrective action

5 Participate in achieving team results by

· Collaborating information, ideas and goals

· Assisting and receiving assistance when needed to minimize team risks

· Communicating clearly and listening effectively to manager and other team members

· Communicating within the project team environment as well as other departments requesting expertise

· Responding to all correspondence

· Keeping team abreast of work status

· Participating in peer review process as requested

· Maintaining continuity among work teams by documenting and communicating actions, clarifying and confirming issues, irregularities and continuing needs while maintaining professional demeanor in all interactions

· Fostering a spirit of cooperation to meet the business objectives

· Performing administrative support activites for customer and product support managers and groups

6 Maintain professional, technical and company knowledge byReviewing and understanding functional areas of WMS productReviewing and understanding new and updated products and servicesMaintaining technical knowledge by attending educational workshops, participating in professional organizations, establishing personal networks and reading technical publicationsContinuously improving troubleshooting and technical skills

7 Contributes to team effort byAccomplishing related results as neededParticipating in group activities to enhance customer support quality and efficiency

 

 

Qualifications:

Education:  Associate’s degree in the computer science field or equivalent work experience

Experience: Requires a minimum of 18 months to four years of customer applications support experience.

 

 

Mental & Physical Requirements:

Position requires primarily sedentary work.  Typical office environment with some walking, standing and sitting.  Will require close vision working at PC.

 

 

 

 

Contact:

Human Resources

send resume with "Customer Care Analyst" in the subject line to:

jobs@cdcsoftware.com