Customer Care Analyst

Job description

About the Role 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. What You'll Do: 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 im...