SPS Commerce, Inc

Associate Customer Support Analyst - Analytics

Job Locations US-MN-Minneapolis | CA-ON-Brampton
Posted Date 1 week ago(1/23/2023 6:37 PM)
Job ID
2023-7331
Category
Customer Success
# of Openings
1
Job Type
Regular
FTE Status
Full-time

Description

SPS Commerce is growing! We are looking to add an Associate Customer Support Analyst who is Obsessed with Customers and has a Results Matter mindset on our Analytics Support team. As the primary contact for customers in production, the Associate Customer Support Analyst is responsible for responding to and resolving customer issues, providing excellent customer service. This includes engaging with customers via phone and email. Analysts are responsible for providing customer training, problem identification and resolution, issue escalation, and follow up. 

 

Does this sound like you?

  • You excel at developing and fostering relationships with internal and external customers - from the teams you work with internally at SPS all the way up to C level executives of the companies you support
  • You are highly collaborative and a great communicator
  • You are skilled at listening to your customers and suggesting solutions based on their business needs
  • You can creatively solve issues and bring forth new ideas
  • You are highly organized and comfortable working on fast moving projects
  • You are able to use technology effectively and productively; continually updating skills and knowledge; addressing problems as they arise or seeking help as appropriate. 

 

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

 

The Analytics Support team is a smaller part of SPS Commerce that is growing. This group is responsible for assisting all customers utilizing SPS Commerce Analytics and helps customers set up their solution, identify problems, communicate with customer’s trading partners, and resolve issues. They regularly provide sales support and subject matter expertise during the sales process for new and existing Analytics customers.

 

As an Associate Customer Support Analyst, you will work on with mid-market accounts via email and phone to trouble shoot and perform in-depth analysis. You will partner with several different teams within the organization to resolve customer issues.

  • 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

Required Skills / Experience:

  • Bachelor’s degree or equivalent combination of education and 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
  • Ability to work off-peak hours which includes some evening and weekend shift work

 

 

Preferred Skills

  • Prior customer support experience or technical/help desk experience preferred
  • Working Knowledge of SQL, MS Access or any Database concepts

 

 

                    EOE including disability/ veteran

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