Customer Support Associate

Customer Support Associate

Profitero+ is looking to hire a Customer Support Associate to help support our growing portfolio of clients! In this client-facing role, you will be working directly with our customers to help ensure their success with the Profitero platform. You will be helping with general product questions, fielding technical questions, and solving a variety of unique problems and requests about the platform.

The ideal person in this role will leverage their technical aptitude, passion for data management, strong Excel skills, knack for understanding, interpreting, and resolving platform-related issues, and ability to clearly communicate to customers regarding those issues. Also useful is a basic knowledge of marketing analytics and the ecomm/digital commerce space.

Responsibilities:

• Monitor Zendesk queue and action tickets in a timely manner.
• Receive, synthesize, and resolve technical issues from Profitero clients to include issues with the platform, bugs, missing data, maintenance/change requests, adding new user accounts, and similar routine issues.
• Work with customers to understand unique or complex issues with the platform, resolving or escalating as needed.
• Become an expert in Profitero data maintenance processes and Profitero's eCommerce platform in order to provide guidance and direction to Profitero clients on how best to organize and maintain their data within the platform.
• Validate, categorize, and clean client data including matching up data points between the Profitero platform and client-specific software programs and taxonomies.

Qualifications:

• 1+ year of prior professional technical support, customer success, or data entry experience, preferably within a SaaS, product, or technical environment.
• Bachelor's degree in computer science, data and analytics, information technology, or a related field preferred; experience may be substituted.
• Prior experience working with ticketing systems such as Zendesk or Jira.
• Strong Excel and data management skills with an ability to troubleshoot and resolve complex data accuracy problems.
• Strong troubleshooting skills regarding the use of technical products and platforms.
• Comfort and experience working directly with external clients and customers to identify, synthesize, respond to, and resolve issues, escalations, and conflicts as they arise.
• An active listener with clear, articulate verbal and written communication skills.
• Working understanding of ecommerce, digital marketing, and marketing analytics, both inclusive and exclusive to the immediate capabilities of the Profitero product preferred.
• A natural sense of urgency with an ability to work quickly, efficiently, and accurately within tight deadlines and constantly-evolving project parameters, scope, and goals.
• Outstanding organizational skills with an extraordinary attention to detail.
• Flexible and adaptable with an ability to manage and drive success across multiple concurrent projects and competing priorities.
• Highly collaborative but independently capable.