Associate Customer Support Analyst

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

• 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