Associate Customer Support Analyst

Associate Customer Support Analyst

** Hiring NOW for July 2024! ** 

The Associate Customer Support Analyst engages with customers to educate and solve problems via multiple support channels including phone, email, and chat. This role is responsible for providing great customer service though root cause analysis and issue resolution while building their skill set and SPS Commerce acumen.

Essential Responsibilities / Duties

· Facilitate problem identification and research, and drives 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 basic to moderate complexity

· 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

Minimum Requirements

· 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 Experience

· Prior customer support experience or technical/help desk experience preferred

**EOE including disability/ veteran**