Red River Software

Customer Care Analyst Location: United States - Remote Job Description: time type Full time job requisition id R67773 Job Summary: The Customer Care Analyst provides phone-based support, gathers customer needs, and triages issues to the appropriate teams to ensure a smooth and positive customer experience. Job Description: Job Summary The Customer Care Analyst serves as the first point of contact for Red River Software customers, delivering high-quality phone support and ensuring a positive customer experience. This role focuses on understanding customer needs, documenting issues, and effectively triaging requests to the appropriate teams for resolution. This position is responsible for intake, communication, and coordination of customer issues, ensuring clear expectations and timely follow-up throughout the customer journey. Success in this role comes from strong communication, attention to detail, and ownership—not deep technical troubleshooting. Key Responsibilities Customer Support & Communication - Provide high-quality support primarily through inbound phone interactions - Deliver a professional, empathetic, and solutions-oriented experience - Ask effective questions to clearly understand customer needs Issue Intake & Triage - Accurately document customer issues and requests - Identify the type, urgency, and impact of each issue - Resolve common or basic requests when possible, during the initial interaction - Route issues to the appropriate internal team with clear, complete information Case Management & Follow-Up - Maintain accurate and complete records of customer interactions - Monitor open cases and ensure timely follow-up and resolution - Communicate updates, next steps, and expectations clearly to customers Cross-Team Coordination - Collaborate with internal teams to ensure smooth handoffs - Provide complete context when escalating issues to reduce delays and rework Process & Continuous Improvement - Follow established workflows and support processes - Identify recurring issues and share trends with leadership - Contribute to improving customer experience and internal processes Qualifications Required - 1–3 years of experience in customer service, call center, or customer-facing support - Strong verbal communication and active listening skills - Ability to remain calm and professional in high-volume environments - Strong organizational skills and attention to detail - Ability to manage multiple priorities in a fast-paced environment Preferred - Experience providing phone-based customer support - Familiarity with CRM or ticketing systems (e.g., HubSpot or similar) - Experience working in a cross-functional team environment Success in This Role - Customers feel heard, supported, and confident after each interaction - Issues are accurately triaged and routed the first time - Communication is clear, timely, and consistent - Cases are well-documented and followed through to resolution - Strong collaboration improves overall customer outcomes Additional Information - This is a remote position - Occasional travel may be required based on business needs Worker Type: Regular Number of Openings Available: 1

Role Description The Customer Care Analyst serves as the first point of contact for Red River Software customers, delivering high-quality phone support and ensuring a positive customer experience. This role focuses on understanding customer needs, documenting issues, and effectively triaging requests to the appropriate teams for resolution. This position is responsible for intake, communication, and coordination of customer issues, ensuring clear expectations and timely follow-up throughout the customer journey. Success in this role comes from strong communication, attention to detail, and ownership—not deep technical troubleshooting. Key Responsibilities - Customer Support & Communication - Provide high-quality support primarily through inbound phone interactions - Deliver a professional, empathetic, and solutions-oriented experience - Ask effective questions to clearly understand customer needs - Issue Intake & Triage - Accurately document customer issues and requests - Identify the type, urgency, and impact of each issue - Resolve common or basic requests when possible, during the initial interaction - Route issues to the appropriate internal team with clear, complete information - Case Management & Follow-Up - Maintain accurate and complete records of customer interactions - Monitor open cases and ensure timely follow-up and resolution - Communicate updates, next steps, and expectations clearly to customers - Cross-Team Coordination - Collaborate with internal teams to ensure smooth handoffs - Provide complete context when escalating issues to reduce delays and rework - Process & Continuous Improvement - Follow established workflows and support processes - Identify recurring issues and share trends with leadership - Contribute to improving customer experience and internal processes Qualifications - Required - 1–3 years of experience in customer service, call center, or customer-facing support - Strong verbal communication and active listening skills - Ability to remain calm and professional in high-volume environments - Strong organizational skills and attention to detail - Ability to manage multiple priorities in a fast-paced environment - Preferred - Experience providing phone-based customer support - Familiarity with CRM or ticketing systems (e.g., HubSpot or similar) - Experience working in a cross-functional team environment Success in This Role - Customers feel heard, supported, and confident after each interaction - Issues are accurately triaged and routed the first time - Communication is clear, timely, and consistent - Cases are well-documented and followed through to resolution - Strong collaboration improves overall customer outcomes Additional Information - This is a remote position - Occasional travel may be required based on business needs Worker Type Regular Number of Openings Available 1

Role Description Red River Software is seeking a high-performing junior or senior (3rd/4th year) college student to join our team as a Software Development Intern supporting our retail platforms. We are a retail management platform designed to help convenience store operators manage inventory, sales, and operations through a modern, web-based system accessible across multiple devices. As an intern, you will gain hands-on experience working on a real SaaS product in active development and launch readiness, learning how AI is applied across the Software Development Life Cycle (SDLC). Responsibilities - Assist in developing new application features based on specifications provided by Product Management and senior engineers. - Participate in AI-first development including using AI-assisted coding tools, prompt-driven workflows, and automation to accelerate development and testing. - Troubleshoot and fix bugs identified by QA, customers or internal testing. - Participate in agile ceremonies (standups, sprint planning, retrospectives). - Collaborate with remote cross-functional teams. - Follow coding, security, and version control best practices. - Document learnings and contribute to AI-enabled development practices. Qualifications - Currently enrolled in a Bachelor’s degree program in Computer Science, Computer Engineering, Information Systems or related fields. - Final-year student preferred. - Coursework or project experience building web applications. - Exposure to debugging and troubleshooting application issues. - Academic, personal, or internship experience testing web applications (manual or automated). - Understanding of data structures, algorithms, and object-oriented programming. - Experience with Git and version control. - Familiarity with APIs or databases. - Interest in AI tools and modern development workflows. - Strong communication and remote work capability. What You Will Learn - Applying AI across the SDLC lifecycle. - Working within a cloud SaaS platform. - Using AI for code generation, debugging, and testing. - Best practices for ethical and secure AI usage. - Remote agile team collaboration. Benefits - Fully remote internship. - Hands on AI-enabled development experience. - Mentorship from experienced engineers. - Exposure to a live SaaS product launch. - Potential for future opportunities. Worker Type Temporary (Fixed Term) Number of Openings Available 1

Role Description Red River Software is seeking a high-performing junior or senior (3rd/4th year) college student to join our team as a Software Development Intern supporting our retail platforms. We are a retail management platform designed to help convenience store operators manage inventory, sales, and operations through a modern, web-based system accessible across multiple devices. As an intern, you will gain hands-on experience working on a real SaaS product in active development and launch readiness, learning how AI is applied across the Software Development Life Cycle (SDLC). - Location: Remote (U.S.-based) - Duration: 8-12 weeks Responsibilities - Assist in developing new application features based on specifications provided by Product Management and senior engineers. - Participate in AI-first development including using AI-assisted coding tools, prompt-driven workflows, and automation to accelerate development and testing. - Troubleshoot and fix bugs identified by QA, customers or internal testing. - Participate in agile ceremonies (standups, sprint planning, retrospectives). - Collaborate with remote cross-functional teams. - Follow coding, security, and version control best practices. - Document learnings and contribute to AI-enabled development practices. Qualifications - Currently enrolled in a Bachelor’s degree program in Computer Science, Computer Engineering, Information Systems or related fields. - Final-year student preferred. - Coursework or project experience building web applications. - Exposure to debugging and troubleshooting application issues. - Academic, personal, or internship experience testing web applications (manual or automated). - Understanding of data structures, algorithms, and object-oriented programming. - Experience with Git and version control. - Familiarity with APIs or databases. - Interest in AI tools and modern development workflows. - Strong communication and remote work capability. What You Will Learn - Applying AI across the SDLC lifecycle. - Working within a cloud SaaS platform. - Using AI for code generation, debugging, and testing. - Best practices for ethical and secure AI usage. - Remote agile team collaboration. Benefits - Fully remote internship. - Hands on AI-enabled development experience. - Mentorship from experienced engineers. - Exposure to a live SaaS product launch. - Potential for future opportunities. Worker Type - Temporary (Fixed Term) Number of Openings Available - 1