Note: The job is a remote job and is open to candidates in USA. SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. The Customer Support Analyst engages with customers through various support channels to provide education and resolve issues, ensuring customer success and satisfaction.
Responsibilities
- Facilitate problem identification, research, and follow up to ultimate resolution, advocating for customer success
- Assist customers seeking education and/or issue resolution while working with a variety of SPS Commerce products and services
- Assess nature of customer needs and work to resolve issues ranging from moderate to extremely complex in nature
- Refer and escalate to appropriate internal teams as necessary
- Log and track customer interactions using the designated customer resource manager (CRM)
- Demonstrate agility by acting as a flex resource as necessary across multiple contact channels
- Adhere to provided schedules to ensure availability for customer needs and adapts to changes when needed
Skills
- Bachelor's degree or equivalent combination of education and experience
- 1-3 years prior customer support experience or technical/help desk experience
- Strong verbal and written communication skills
- Ability to understand and work effectively with technical processes and data
- Ability to work with minimal supervision while taking initiative and setting priorities in a demanding, fast-paced environment
- Excellent customer interaction skills and demonstrated ability to work effectively in a team environment
- Demonstrated computer knowledge (Internet and Microsoft Office-Word, Excel and Outlook)
- Proven organizational skills with ability to effectively manage multiple projects
Benefits
- SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.
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