Customer Support Analyst

Customer Support AnalystAGDATA is currently seeking a Customer Support Analyst for a full-time position. If you love working to support customers via phone (inbound and outbound), service desk ticket processing, are detail-oriented and ready to grow, this might be for you. The Customer Support Analyst will play a critical role in supporting and managing clients. You should be local to our Charlotte office so that you can be trained on-site. Once your training is completed, you can work from home if you prefer and may be asked to come into the office sporadically.As Customer Support Analyst, you will have the opportunity to:Develop an in-depth knowledge of all AGDATA services and solutions that you support.Manage high-volume inbound and outbound support channels, including Jira, email and phoneProvide updates, status and issue completion information to your leadership team.Review point-of-sale transactions received nightly from retailers and apply documented Business Rules to accurately format, identify, problem-solve if necessary, and assign to the correct grower entitiesUnderstand program logics and processes in order to provide a high level of customer support to Field Sales Team and CustomersCommunicate with Field Sales Team and Customers and adequately answer questions, provide assistance, and troubleshoot issues in a timely mannerSupport activities of the Fulfillment and Data Operations departments as requiredProvide assistance to customers looking to report grower sales data via Data Dimensions (proprietary reporting tool) when neededThink creatively about ways to improve the customer experience and internal processesEscalate tickets to appropriate team members and other departments based on severity and complexity.Focus on learning our exciting business and also be provided with very clear career paths to ensure advancement.Develop leadership and project management skills.Work with a dynamic group of analysts to support a dynamic customer base.In order to be successful in your role, it is important that you:Are proficient in MS Office, especially in Excel Spreadsheets.Have the ability to multitask, set priorities, and manage time effectively.Are not afraid to talk on the phone and speak to our clients.Are able to explain complex issues in a simple straightforward manner in both verbal and written communication.Are able to interface with our manufacturer clients at a corporate level.Are a self starter and able to work independently.Work until the task is completed. During higher volume times this may include time outside of standard business hours.Are able to follow business rules and do due diligence to double check yourself and others.Are able to participate in in-person activities such as collaboration days and fulfillment activities.It would be even better if you have the below skills/qualifications, but they are not a must…Basic SQL skills (if you do not know, you will be taught).Knowledge of Jira Service Desk Ticketing navigation as well as Jira Confluence knowledgebase.Some experience with Salesforce.1+ years of customer support experience.Considering the below some of your characteristics? Get in touch!Detail oriented with the ability to set priorities as well as time management skills.Analytical – a keen ability to diagnose and resolve customer issues while educating customers on the resolutions.Motivated self-starter.Proactive attitude toward your work and suggesting improvements to the customer experience.Effective communicator via phone and email.Why You'll Love Working Here:Health & Wellness:Multiple medical, dental, and vision plansHSA with employer contributions, FSA optionsEmployee Assistance Programs, virtual counseling, pet insuranceFinancial & Career Growth:401(k) with company matchTuition reimbursementClear career paths and ongoing trainingWork-Life Balance:Paid time off and company-wide holiday breakFlexible hours and remote work optionsOffice Perks:Brand-new office space with free snacks and drinksOpen-door culture with direct access to leadershipMonthly town halls with lunch providedRecognition through our Shout Out ProgramReady to Join Us? If you're passionate about customer support and excited to grow with a forward-thinking company, we encourage you to apply!