Customer Support Analyst

SPS Commerce•Rogers, AR

5d•Hybrid

About The Position

The Customer Support Analyst engages with customers in education and problem-solving interactions across phone, email, and chat. The role provides customer service through root cause analysis and issue resolution, using established support skills and growing knowledge of SPS Commerce products and services to help customers succeed. The position follows a hybrid work model and requires regular in-office presence at the Rogers office.

Requirements

Bachelor's degree or an equivalent combination of education and experience.
1–3 years of prior customer support 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, take initiative, and set priorities amid shifting demands.
Excellent customer interaction skills and ability to work effectively in a team environment.
Solid computer knowledge, including Internet and Microsoft Office (Word, Excel, and Outlook).
Strong organizational skills and 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 resolution while advocating for customer success.
Assist customers seeking education or issue resolution across SPS Commerce products and services.
Assess customer needs and resolve issues ranging from moderate to highly complex.
Refer and escalate issues to appropriate internal teams as necessary.
Log and track customer interactions using the designated CRM.
Work across multiple contact channels as needed in a dynamic support environment.
Adhere to schedules to ensure availability for customer needs and adapt to schedule changes.