Customer Support Analyst
About The Position
SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain! The Customer Support Analyst engages with customers in education and problem-solving interactions across multiple support channels, including phone, email, and chat. You'll provide great customer service through root cause analysis and issue resolution, leaning on your established skill set and growing SPS Commerce acumen to help customers succeed.
Requirements
- Bachelor's degree or equivalent combination of education and experience.
- 1-3 years of 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 independently, taking initiative and setting priorities amid shifting demands.
- Excellent customer interaction skills and a demonstrated ability to work effectively in a team environment.
- Solid computer knowledge (Internet and Microsoft Office — Word, Excel, and Outlook).
- Proven organizational skills with the ability to manage multiple projects at once.
- Ability to work off-peak hours, including some evenings, weekends, and limited on-call shifts.
Responsibilities
- Facilitate problem identification, research, and follow-up through to resolution, advocating for customer success.
- Assist customers seeking education or issue resolution across a variety of SPS Commerce products and services.
- Assess the nature of customer needs and resolve issues ranging from moderate to highly complex.
- Refer and escalate to the appropriate internal teams as necessary.
- Log and track customer interactions using the designated CRM.
- Flex across multiple contact channels as needed, bringing agility to a dynamic support environment.
- Adhere to provided schedules to ensure availability for customer needs, adapting to changes when they come up.
Benefits
- Comprehensive benefits package designed to support employees' health, well-being, and financial security.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
