Customer Care Analyst I

Customer Care Analyst

We are seeking a Customer Care Analyst who will provide issue resolution and implementation support to internal and external customers on a variety of proprietary applications and integrated third-party products. This role involves researching and resolving technical issues, supporting application implementation and training, managing customer upgrades, and ensuring comprehensive documentation. The position requires strong communication, analytical, and problem-solving skills in a client-facing environment. This position will work approximately 4:00am to 1:00pm CT to support our UK customers.

We Value: Integrity, Collaboration, Excellence

Spend your Days:

• Provides support and resolution for internal and external customers on the proper use of all LTi Technology Solutions and integrated third-party applications.

• Performs system troubleshooting to identify customer concerns and resolve application issues.

• Documents all troubleshooting steps and communication in the ticket management system, following established processes and procedures.

• Collaborates with Information Technology, Software Engineering, and/or third-party support teams to restore service or identify and correct core issues.

• Escalates software bugs and enhancement requests through LTi Technology Solutions’ issue escalation process, adhering to documented procedures.

• Follows established security and compliance protocols when accessing and working with customer data.

• Executes testing assignments related to maintenance releases and/or hot fixes as required.

• Assists with customer software upgrades from initial kick-off through implementation, involving internal resources throughout the process.

• Conducts customer training sessions via webinars, on-site visits, and at the annual user conference. Supports the Sales department by delivering product demonstrations to new and existing customers.

• Creates and maintains Knowledge Base articles to address frequently asked questions and support documentation needs.

• Participates in after-hours and on-call assignments as needed.

• Occasional travel may be required, generally less than 5%.

• Performs other duties or projects as assigned or required.

You Value: Service, Resourcefulness, Ownership

What you must bring with you:

• Bachelor’s degree in Accounting, Finance, MIS, or related field; or equivalent experience.

• 1-3+ years of experience in customer support, project implementation, or financial software support.

• Knowledge of the leasing/equipment finance industry lifecycle from origination through portfolio management and customer service desired.

• Strong understanding of accounting principles and general business operations; with 1–3 years of experience in an accounting role, highly desirable.

• Proficient with Internet Explorer and web-based applications.

• Proficient with Microsoft Office products or equivalent.

• Knowledge of Microsoft SQL fundamentals.

• Familiarity with Microsoft Dynamics GP, Management Reporting software, and Microsoft’s customer portal.

What would help you succeed at LTi:

• Exceptional customer service and problem-resolution skills.

• Strong analytical and organizational skills with keen attention to detail and accuracy.

• Excellent communication skills, both verbal and written, with strong interpersonal abilities.

• Ability to interact with individuals across all levels of the organization.

• Ability to foster and support a collaborative team environment.

• Willingness and ability to adapt quickly to evolving technologies.

• Capable of delivering constructive feedback and documenting technical specifications in a clear, professional manner.

• Ability to manage multiple tasks, self-direct workflow, and meet critical deadlines.

And what you’ll get in return:

• Competitive salary and a nice suite of benefits
• The opportunity to work on a next generation product
• A group of smart, dedicated professionals to spend your days with
• An employer that cares about its employees and their families as well as the community it resides in

LTi Technology Solutions, headquartered in Omaha, Nebraska, is a market leader in asset finance technology. We got our start over 35 years ago by creating a comprehensive software solution to empower finance institutions and Lease/Loan Brokers. Our customers count on us to help them improve operational efficiencies through technology automation and modernize the customer experience with our innovative solutions. We strive to be not only the largest solution provider but also one of the top companies to work for in Omaha and beyond.

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This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. LTi Technology Solutions is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. To request a disability-related accommodation in the application process, contact us at 402.493.3445.