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Customer Support Analyst

Company: SPS Commerce, Inc.
Location: Minneapolis
Posted on: June 13, 2021

Job Description:

Description

SPS Commerce is growing! We are looking to add a 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 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 a 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.

  • Facilitates problem recognition, research, isolation, resolution, and follow-up for customer problems, referring and escalating the most complex problems to appropriate staff and departments when necessary
  • Logs and tracks customer interactions using a problem management database
  • Responds to and resolves open issues in an appropriate timeframe and maintains historical records and related documentation
  • Participates in peer-training and cross-training initiatives
  • Introduces customers to new SPS products and services
  • Provides excellent customer satisfaction measured by the SPS customer satisfaction process

Required Skills

  • Ability/aptitude to understand and work effectively with technical data and processes
  • Strong interpersonal skills and oral/written communication skills
  • Strong analytical and problem solving skills
  • Excellent customer interaction skills/ability and demonstrated ability to work effectively in a team environment
  • Prior customer service experience or technical/help desk experience a plus
  • Demonstrated computer knowledge (Internet and Microsoft Office-Word, Excel and Outlook)
  • Working Knowledge of SQL, MS Access or any Database concepts
  • Proven organizational skills with ability to effectively manage multiple projects
  • Bachelor's degree or equivalent education and experience

EOE including veterans/disability

Options

Keywords: SPS Commerce, Inc., Minneapolis , Customer Support Analyst, Other , Minneapolis, Minnesota

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