Business Analyst en Altair Engineering

Transforming the Future with Convergence of Simulation and Data

Business Analyst

Job Summary:

Our client in Auburn Hills, MI is looking for a Business Analyst. This is a contract position.

What You Will Do:

A small number of customers may contact organizations senior leadership, including members of the Board of Directors (BOD), Top Executive Team or the Executive leader of a specific organization Brand or function, directly with a complaint. These customers may have already interacted with Customer Care or a company dealership and are looking to escalate their complaint to a higher authority. These customers will be handled by a Top Care Executive Referrals Manager.

The Executive Referrals Manager will resolve these often complex and emotional complaints in a way that the customer will have no need to again contact the organizations leadership team, protecting the customer brand reputation and improving the customer experience.

Activities to manage include, but are not limited to:

• Receive escalated cases received by top management.
• Route cases received for other regions/brands to the appropriate Top Care team.
• Investigate the customer’s request for support and carry out research as required using company systems and processes.
• Facilitate all necessary actions to bring the case to resolution.
• Work with the organizations dealer network to find a solution.
• Escalate to internal corporate organizations, as required, in order to provide the customer with the information or solution to resolve the request.
• Agree on an action plan and then follow through to conclusion using closed-loop case management.
• Provide updates if/as requested by the referring party.

Basics:

• Bachelor's Degree.
• 5 + years professional working experience.
• Positive attitude and a passion for customer care; personifies 'willingness to help'.
• Ability to be patient and friendly with all types of customers.
• Flexibility and adaptability to work in a fast-paced environment; prioritize and manage own workload.
• Ability to prioritize conflicting workload to satisfy customers under time pressure.
• Ability to troubleshoot issues and provide clear and concise directions to customers.
• Excellent written and verbal communication skills, responding with appropriate feedback.
• Demonstrated ability or aptitude to understand automotive/technical issues and terminology.
• Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary.
• Competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome.
• Ability to learn, use and manage internal/proprietary applications in support of customer handling.
• Ability to build relationships and collaborate with dealer personnel and internal stakeholders.
• Ability to work a flexible schedule.
• Someone with 2-3 years customer service background, preferably in an automotive setting.
• Someone with excellent communication skills.
• Someone who is motivated, can think on their feet and is a good decision maker.
• Someone who is comfortable working with executive leadership.
• Someone who is a quick learner.
• 100% onsite position.
• No driving of a vehicle required. 
• No travelling required. 

Preferred:

• 2+ years of customer service experience preferably in a contact center or dealership.
• Previous experience with other premium brands, luxury hospitality or retail.
• Experience with cloud-based CRM and telephony tools.

How You Will Be Successful:

• Envision the Future
• Communicate Honestly and Broadly
• Seek Technology and Business “First”
• Embrace Diversity and Take Risks

What We Offer:

• Competitive Salary
• Comprehensive Benefit Package
• 401(k) with matching contributions
• Paid Time Off
• Employee Discounts
• Free training on all Altair products

Why Work with Us:

Altair is a global technology company providing software and cloud solutions in the areas of data analytics, product development, and high-performance computing (HPC). Altair enables organizations in nearly every industry to compete more effectively in a connected world, while creating a more sustainable future. With more than 3,000 engineers, scientists, and creative thinkers in 25 countries, we help solve our customer’s toughest challenges and deliver unparalleled service, helping the innovators innovate, drive better decisions, and turn today’s problems into tomorrow’s opportunities.

Our vision is to transform customer decision making with data analytics, simulation, and high-performance computing.

For more than 30 years, we have been helping our customers integrate electronics and controls with mechanical design to expand product value, develop AI, simulation and data-driven digital twins to drive better decisions, and deliver advanced HPC and cloud solutions to support unlimited idea exploration. To learn more, please visit altair.com

Ready to go? #ONLYFORWARD   

At our core we are explorers; adventures; pioneers. We are the brains behind some of the world’s most revolutionary innovations and are not only comfortable in new and unchartered waters, we dive headfirst. We are the original trailblazers that make the impossible possible, discovering new solutions to our customer’s toughest challenges.

Altair is an equal opportunity employer. Our backgrounds are diverse, and every member of our global team is critical to our success. Altair’s history demonstrations a belief that empowering each individual authentic voice reinforces a culture that thrives because of the uniqueness among our team.