Customer Support Analyst I

TrueCommerce•Blue Ash, OH

1d•Remote

About The Position

We are seeking a customer-focused and driven Customer Support Analyst 1 to join our Operations team reporting to the Director, Customer Success. In this role, you will be on the front lines of delivering exceptional support to our customers, managing and resolving cases with a focus on quality, speed, and customer satisfaction. We value our employees with competitive benefits and generous paid time off packages, flexible and casual work environments, career development, recognition programs and more! This is a full-time opportunity with no travel required. Remote but ideally located in the Cincinnati OH area.

Requirements

0–3 years of related customer support or operations experience
Associate or Bachelor’s degree, or significant industry experience
Strong customer service skills
Excellent written and oral communication skills
Excellent organizational and project management skills
Willingness to learn and grow in a fast-paced environment

Nice To Haves

Data migration, management, or manipulation experience a plus
Experience with databases, including writing queries, a plus
Business system experience and understanding of Inventory Management a plus

Responsibilities

Review and assess customer-initiated incoming support cases and categorize case priority
Respond to Level 1 and Level 2 online customer support cases, including: Customer-generated cases (supplier/distributor), Auto-generated cases (Ops Log Errors, PA Data, Missing Data), Transactional cases measured by contractual time-to-resolution (TTR)
Meet Level 1 and Level 2 support case severity goals as defined by Manager
Participate in shared hours of operation schedule
Provide shared support for operations log and late/missing data monitoring