SPS Commerce, Inc

Associate Customer Support Analyst

Job Locations NL-Amsterdam
Posted Date 4 weeks ago(9/9/2022 11:52 AM)
Job ID
2022-6982
Category
Customer Success
# of Openings
1
Job Type
Regular
FTE Status
Full-time

Description

SPS Commerce is growing- We are looking to add two new Associate Customer Support Analysts (ACSA) to our team in Amsterdam. As we increase our presence around the globe, these positions will play an important role in ensuring that our customers receive the support they need to run their business smoothly. As an ASCA, you will be answering customer questions and solving issues through emails, web chats, and phone calls in a business-to-business environment. The ACSA is a great way to gain foundational knowledge and hands-on experience, while working with teams in a highly collaborative environment. If you are looking to join a high-growth company where you get to solve not just for today’s problems but also tomorrow's, then this is the role for you.      

 

Does this sound like you?

 

  • You exhibit technical aptitude – you enjoy digging into technical aspects, seeking to understand and can communicate technical information to both internal and external audiences
  • You consider yourself an investigator. You are curious by nature, not afraid to ask questions and get to the root cause of an issue.
  • You are customer focused, passionate about understanding your customer’s business, aligning the value of solutions to their goals and challenges, instilling trust while solving problems and driving value for customers
  • Fast paced work environments are where you thrive. You are highly organized and can work with minimal supervision while taking initiative

 

Why SPS?

 

We solve retail supply chain problems by cutting through inefficiency with innovation and automation. At SPS we empower retailers, suppliers, distributors, grocers and logistics partners to work better together with our people, our process and our tech products.

 

We have the world’s largest retail network, and we don’t just lead the industry, we are the industry. At SPS, we believe every employee makes a difference. We ensure employees have the tools, resources and training to explore new ideas and execute them.  Our success comes from playing as a team and always playing to win.

Careers don’t just grow here, they’re made here.

 

Day-to-Day

 

In the Associate Customer Support Analyst (ACSA) role, you will handle a variety of tasks including troubleshooting and issue resolution, providing on-the-spot education on products, and assisting customers with ERP integrations.  You will work within a structured and scheduled environment, handling cases that come in through our three channels. As an ACSA you will collaborate closely with other departments and teams, making connections that will better equip you to handle questions as they come in. You will not have all the answers, but we’ll make sure you know where to go while you learn the ropes.

 

  • Facilitating problem identification and research, and drives resolution, advocating for customer success
  • Assisting customers seeking education and/or issue resolution while working with a variety of SPS Commerce products and services
  • Assessing nature of customer needs and work to resolve issues ranging from basic to moderate complexity
  • Referring and escalating to appropriate internal teams as necessary
  • Logging and tracking customer interactions using the designated customer resource manager (CRM)
  • Demonstrating agility by acting as a flex resource as necessary across multiple contact channels
  • Adhering to provided schedules to ensure availability for customer needs and adapts to changes when needed

 

Education and Experience

 

  • Bachelor’s degree or equivalent combination of education and experience
  • Prior customer support experience or technical/help desk experience preferred
  • Preference for French fluency will be given to one of the openings
  • Strong verbal and written communication skills
  • Ability to understand and work effectively with technical processes and data
  • Be self-directed and able to work autonomously and managing fluctuating priorities
  • Demonstrated computer knowledge (Internet and Microsoft Office-Word, Excel and Outlook)

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