Provide frontline support via phone, email, and chat, responding promptly and professionally
Troubleshoot and resolve product-related issues, escalating when necessary
Document and track customer interactions and resolutions using our support ticketing system
Collaborate with internal teams to ensure and provide effective resolution, feedback, and product improvements
Help maintain a high standard of service, contributing to a culture of continuous improvement
Maintain a deep understanding of the SmartVault platform to effectively address customer concerns
Identify patterns in customer inquiries to recommend process improvements and reduce recurring issues

1+ years of experience in a customer-facing support role, preferably in a SaaS environment
Strong communication skills—both verbal and written—with a customer-first attitude
Comfort troubleshooting basic technical issues and explaining solutions to non-technical users
Familiarity with support tools and ticketing systems
Ability to stay calm and effective under pressure, especially during peak times
Flexibility to work Saturdays during tax season as part of a rotating schedule
Meet and exceed key performance metrics, including response times, resolution rates, and customer satisfaction

Customer Care Analyst

Key skills