Senior Product Support Analyst (P2997)

84.51˚; Chicago (IL); On-site; USD 62,000 - 78,000; Full time

Job summary

A leading data science and insights company is seeking a Senior Product Support Analyst to manage end-user support in a B2B environment. The role involves monitoring operational processes and collaborating with various teams to ensure high-quality data delivery. Ideal candidates should have strong SQL skills and experience in customer support.

Benefits

Health benefits including medical, dental, and vision.

401(k) with matching contribution.

5 weeks of vacation time.

Hybrid work environment.

Qualifications

• Requires 3+ years of experience in systems management.
• Strong SQL and relational database skills are required.
• Product or end-user support experience.

Responsibilities

• Handle end-user support issues and helpdesk management.
• Use SQL to generate ad-hoc queries to track down data issues.
• Collaborate with operations, development, and customer service teams.

Skills

SQL

Problem Solving

Customer Service

Tools

MS SQL

Snowflake

Job description

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84.51° Overview

84.51° is a retail data science, insights and media company. We help The Kroger Co., consumer packaged goods companies, agencies, publishers and affiliates create more personalized and valuable experiences for shoppers across the path to purchase.

84.51° Overview

84.51° is a retail data science, insights and media company. We help The Kroger Co., consumer packaged goods companies, agencies, publishers and affiliates create more personalized and valuable experiences for shoppers across the path to purchase.

Powered by cutting-edge science, we utilize first-party retail data from more than 62 million U.S. households sourced through the Kroger Plus loyalty card program to fuel a more customer-centric journey using 84.51° Insights, 84.51° Loyalty Marketing and our retail media advertising solution, Kroger Precision Marketing.

Join us at 84.51°!

__________________________________________________________

SR PRODUCT SUPPORT ANALYST (G2)

CINCINNATI, CHICAGO

Summary

As a Sr. Product Support Analyst, you will be responsible for handling end-user support issues and helpdesk management in a B2B environment for 84.51° Insights platforms, including 84.51° Stratum, 84.51° OnDemand, 84.51° Data Direct, and 84.51° In-Queries. In addition, you will be responsible for the day-to-day monitoring and management of operational processes and systems.

Responsibilities

• Address issues from end users and directly assist with questions or problems regarding data as well as product applications.
• Use SQL to generate ad-hoc queries into databases to track down data issues and establish customer permissions.
• Understand business and process data flows. Be able to trace data from raw input format to end report. Identify trouble spots and root cause issues. Assess and resolve identified data issues.
• Provide a consultative approach to end-user questions. Be able to recommend solutions to customer issues.
• Track and analyze trends. Effectively diagnose and resolve problems as well as promote new solutions. Anticipate problems and take appropriate action to prevent issues from occurring. Use all available tools to gets to the root cause of the problem.
• Work closely with Product Management and Engineering teams to identify and resolve defects.
• Assist with data QA on an ongoing basis, ensuring that customers are receiving high quality data that meets their business needs.
• Collaborate with operations, development, and customer service teams to gather information, investigate, and resolve data issues.
• Track, analyze, and report on data flow trends, enhancements, needs, etc.
• Setup new clients and identify their data access based on various factors. Make changes to existing clients based on merger/divestiture activities.
• Daily monitoring and management of legacy operational processes and systems. This includes monitoring of input files, process flows, data extracts and web portal applications ensuring service level agreements are met.
• Monitor quality control measures taking appropriate action when measurements fall outside acceptable parameters. Communicates with customer IT groups to resolve data issues.
• May provide guidance and mentorship to other members of the team to catalyze skill and knowledge development and increase effectiveness of the team.
• Help maintain team documentation regarding improved efficiency, enhancements, and new processes.
  
  

Qualifications, Skills, And Experience

• Requires 3+ years of experience in systems management or in a related field.
• Strong SQL and relational database skills are required, with a preference for understanding the issues surrounding very large data sets (MS SQL, Snowflake)
• Product or end-user support experience.
• Excellent communications and customer service skills.
• Flexible schedule requiring occasional early morning, evening and weekend work.
• On-call requirements ~ once every 7 weeks.
• Strong ability to solve problems independently.
• Excellent organization skills.
• Experience in Retail, Consumer Packaged Goods, Supply Chain or Syndicated Data space a plus.
  
  

Pay Transparency And Benefits

• The stated salary range represents the entire span applicable across all geographic markets from lowest to highest. Actual salary offers will be determined by multiple factors including but not limited to geographic location, relevant experience, knowledge, skills, other job-related qualifications, and alignment with market data and cost of labor. In addition to salary, this position is also eligible for variable compensation.
• Below is a list of some of the benefits we offer our associates:
• Health: Medical: with competitive plan designs and support for self-care, wellness and mental health. Dental: with in-network and out-of-network benefit. Vision: with in-network and out-of-network benefit.
• Wealth: 401(k) with Roth option and matching contribution. Health Savings Account with matching contribution (requires participation in qualifying medical plan). AD&D and supplemental insurance options to help ensure additional protection for you.
• Happiness: Hybrid work environment. Paid time off with flexibility to meet your life needs, including 5 weeks of vacation time, 7 health and wellness days, 3 floating holidays, as well as 6 company-paid holidays per year. Paid leave for maternity, paternity and family care instances.
  

Pay Range

$67,000—$181,250 USD

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Business Consulting and Services

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