Customer Support Analyst

Description:

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!

Position Summary:

Job Summary: The Customer Support Analyst engages with customers in education and problem-solving interactions via multiple support channels including phone, email, and chat. This role is responsible for providing great customer service through root cause analysis and issue resolution while leveraging their established skill set and SPS Commerce acumen.

Essential Responsibilities / Duties

• Facilitate problem identification, research, and follow up to ultimate 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 moderate to extremely complex in nature
• 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
• 1-3 years prior customer support experience or technical/help desk 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

Location:


This role follows a hybrid work model, with regular in-office presence required at our Rogers, AR office.


What We Offer:


At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The pay range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.


The salary for this position will be $52,000.


SPS Commerce offers a comprehensive benefits package designed to support employees' health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.


Commitment to our Employees:

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.


We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.