Sr. Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary:

The Senior Analyst - Cummins CARE Operations provides advanced customer support for Cummins digital tools and services. Acting as a subject matter expert, this role handles escalated and non-routine customer issues across multiple channels (phone, email, chat), and contributes to service improvement, team training, and knowledge development. The role is essential to driving customer satisfaction and operational efficiency in a global, multi-channel support environment.

Key Responsibilities:

Customer Support & Technical Resolution:

• Provide advanced assistance to end-users, dealers, and distributors through chat, phone, and email.
• Resolve complex technical and service-related inquiries using in-depth knowledge of Cummins tools and systems.
• Process subscriptions, renewals, upgrades, and cancellations accurately and in a timely manner.
• Escalate critical or unresolved cases with thorough documentation and cross-functional coordination.

• Lead by example as a Subject Matter Expert (SME) and provide guidance to junior analysts.
• Train and mentor new team members to improve service delivery, product knowledge, and quality assurance.
• Deliver and maintain internal knowledge base and technical documentation.

• Collaborate with sales, billing, QA, and product teams to streamline support workflows and resolve systemic issues.
• Support internal teams in ensuring subscription compliance and regulatory adherence.

• Monitor ticket queues and ensure SLA compliance and customer satisfaction benchmarks.
• Analyze support trends, identify inefficiencies, and contribute to continuous improvement initiatives.
• Prepare and present periodic reports on subscription management, support performance, and customer feedback.

• Action Oriented - Displays energy and urgency in resolving challenges.
• Collaborates - Works effectively across teams to meet shared goals.
• Communicates Effectively - Adapts communication for different audiences.
• Customer Focus - Prioritizes customer needs and delivers quality solutions.
• Directs Work - Guides and supports team members toward success.
• Manages Complexity - Handles multifaceted problems with logical thinking.
• Manages Conflict - Navigates and resolves issues constructively.
• Values Differences - Embraces diverse perspectives to enhance decision-making.

• Service Capability, Capacity & Coverage - Understands customer expectations and ensures consistent service delivery.
• Service Documentation - Accurately records technical and customer data.
• Service Information Process - Organizes and delivers accurate product support content.
• Warranty Process - Applies warranty rules and documentation for issue resolution.

• High school diploma or equivalent is required.
• Bachelor's degree in computer science, IT, Business Administration, or related field preferred.

• 8-10 years of experience in customer care, digital product support, or technical operations.
• 2-3 years in a team leadership, coordination, or supervisory role.
• Proven experience in subscription management, ticketing tools, and CRM systems (e.g., Salesforce).

• Proficiency with support tools like Genesys, Salesforce, or similar CRM/ticketing systems.
• Familiarity with customer call platforms and analytics/reporting tools.
• Strong knowledge of digital product lifecycles and support architecture.
• Excellent problem-solving, organizational, and leadership qualities.

• Rotational shifts in a 24x7 support model.
• High-performance, digitally enabled customer service team.
• Fast-paced, collaborative, and customer-focused setting.