Customer Care Analyst
About The Position
As a Customer Care Analyst at SmartVault, you’ll be the first line of support, helping customers resolve their questions and issues with professionalism, empathy, and speed. You’ll handle inbound inquiries via phone, email, chat, and ticket systems, guiding users through SmartVault features like document storage, secure sharing, eSignatures, and role-based access. Document resolutions, escalate complex cases, and contribute to self-service resources in a fast-paced, remote-friendly environment based near Houston, TX. SmartVault’s support coverage runs Monday through Friday, 8:00 AM to 6:00 PM CT, and we provide remote Saturday coverage during tax season. Flexibility and a strong sense of ownership are key to success in this role. This is a hybrid position that works in-office 2-3 days per week.
Requirements
- 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
Nice To Haves
- Experience with Windows OS (10 & 11).
- Familiarity help desk platforms (Zendesk).
- Passion for delivering excellent customer experiences.
Responsibilities
- 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.
Benefits
- Health benefits are top-notch
- Vacation time is generous
- Time off to volunteer
- Hybrid remote working
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
