Customer Support & Solutions Analyst

SPS Commerce, Inc.; Rogers (AR); Hybrid; USD 33,000 - 40,000; Full time

Job summary

SPS Commerce, Inc. in Rogers, Arkansas is seeking a Customer Support Analyst to engage with customers across phone, email, and chat, performing education and problem-solving to resolve issues and improve satisfaction.

You will research root causes, log interactions in the CRM, collaborate with internal teams, and adapt to a hybrid schedule that includes some evenings and weekends. The role emphasizes customer success and operational excellence.

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 a variety of 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

Verbal and written communication

Customer support experience

Problem solving

Independent initiative

Team collaboration

Time management

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

CRM

Job description

SPS Commerce, Inc. in Rogers, Arkansas is seeking a Customer Support Analyst to engage with customers across phone, email, and chat, performing education and problem-solving to resolve issues and improve satisfaction.

You will research root causes, log interactions in the CRM, collaborate with internal teams, and adapt to a hybrid schedule that includes some evenings and weekends. The role emphasizes customer success and operational excellence.