Customer Support Analyst: Problem Solver & Advocate

SPS Commerce Inc; United States; Hybrid; USD 33,000 - 40,000; Full time

Job summary

SPS Commerce is hiring a Customer Support Analyst to engage with customers via phone, email, and chat, delivering root cause analysis and resolution to drive customer success. You will join a collaborative, dynamic team in a hybrid Rogers office environment, contributing to a top cloud-based supply chain solutions provider.

Ideal candidates bring 1-3 years of support or help desk experience, strong communication, and the ability to work across technical processes.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 1-3 years of 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 independently, taking initiative and setting priorities amid shifting demands.
• Excellent customer interaction skills and a demonstrated ability to work effectively in a team environment.
• Solid computer knowledge (Internet and Microsoft Office - Word, Excel, and Outlook).
• Proven organizational skills with the ability to manage multiple projects at once.
• Ability to work off-peak hours, including some evenings, weekends, and limited on-call shifts.

Responsibilities

• Facilitate problem identification, research, and follow-up through to resolution, advocating for customer success.
• Assist customers seeking education or issue resolution across SPS Commerce products and services.
• Assess the nature of customer needs and resolve issues ranging from moderate to highly complex.
• Refer and escalate to the appropriate internal teams as necessary.
• Log and track customer interactions using the designated CRM.
• Flex across multiple contact channels as needed, bringing agility to a dynamic support environment.
• Adhere to provided schedules to ensure availability for customer needs, adapting to changes when they come up.

Skills

Communication skills

Customer service

Teamwork

Independent work

Technical understanding

Multi-tasking

Problem solving

Education

Bachelor's degree

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

SPS Commerce is hiring a Customer Support Analyst to engage with customers via phone, email, and chat, delivering root cause analysis and resolution to drive customer success. You will join a collaborative, dynamic team in a hybrid Rogers office environment, contributing to a top cloud-based supply chain solutions provider.

Ideal candidates bring 1-3 years of support or help desk experience, strong communication, and the ability to work across technical processes.