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! Position Summary: Job Summary: The Customer Support Analyst engages with customers in education and problem-solving interactions via multiple support channels including phone, email, and chat. This role is responsible for providing great customer service through root cause analysis and issue resolution while leveraging their established skill set and SPS Commerce acumen.
Requirements
- 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
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
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
