Support Experience Coordinator (REMOTE)

Alteryx; Chicago (IL); Remote; USD 100,000 - 120,000; Full time

Job summary

Alteryx is on the lookout for a Support Experience Coordinator to enhance customer support for designated clients. This role focuses on improving customer engagement and satisfaction through effective issue resolution and advocacy. The ideal candidate possesses a strong customer-centric mindset, relevant experience in support roles, and excellent communication skills.

Qualifications

• 2+ years of customer service or technical support experience.
• Experience in a customer-facing role.
• Detail-oriented with commitment to accurate records.

Responsibilities

• Engage with customers via email and support systems.
• Oversee resolution of customer cases and concerns.
• Collect and analyze customer feedback for service improvement.

Skills

Customer-focused mindset

Communication skills

Problem-solving abilities

Analytical skills

Education

Bachelor's degree in business or related field

Tools

CRM software

Windows Server

Alteryx Server

Python

Job description

We’re looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you’re a high performer who’s an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.

Alteryx is a dynamic and innovative company dedicated to providing exceptional support and service to our customers. We believe that the customer experience is at the heart of our success, and we are looking for a Support Experience Coordinator to join our team and help us deliver unparalleled support to our valued customers.

As a Support Experience Coordinator, you will play a crucial role in ensuring that our customers receive enterprise-level support throughout their journey with our company for a designated group of clients. You will be responsible for coordinating and enhancing the overall support experience, from initial inquiries to issue resolution. You will work closely with various teams within the organization to streamline processes, identify areas for improvement, and ensure that customer needs are met or exceeded.

Primary Responsibilities

1. Customer Engagement: Digitally engage with customers via various communication channels (email, support systems, etc.) to understand their needs, address inquiries, and ensure assistance is provided promptly and professionally.
2. Issue Resolution: Oversee customer cases and concerns effectively, monitoring timely resolution to assist in maintaining a high level of customer satisfaction and service level agreements.
3. Escalation Management: Assist in resource coordination to ensure support staff is available to meet customer demands during escalation of technical issues.
4. Account Management: Maintain accurate records of customer interactions and support activities in our Customer Success and CRM systems.
5. Customer Advocacy: Act as a customer advocate within the organization, ensuring that customer needs and perspectives are considered in decision-making processes.
6. Support Process Improvement: Collaborate with cross-functional teams to identify areas for process improvement and help implement changes to enhance the overall support experience.
7. Feedback Collection: Proactively gather customer feedback and insights to identify trends, pain points, and areas of improvement in our support services.

Qualifications

1. Bachelor's degree in business, customer service, or a related field (or equivalent work experience).
2. 2+ years of customer service or technical support roles, with a strong track record of delivering exceptional customer experiences.
3. 2+ years of experience in a customer/multi-persona facing role.
4. Excellent communication and interpersonal skills.
5. Ability to work independently and in a highly-collaborative team environment.
6. Detail-oriented with a commitment to maintaining accurate records.
7. A customer-centric mindset with a passion for improving the customer experience.
8. Strong problem-solving and analytical abilities.

Valued Skills

• Proficiency in using CRM software and other support tools.
• Knowledge of Windows Server and administration.
• Knowledge of Alteryx Server, Designer, or other products deployment and configuration.
• Knowledge of traditional RDBMS and/or NoSQL databases.
• Experience with Python or other procedural languages.
• Compensation range: $100,000-$120,000 plus bonus.

Compensation

Alteryx is committed to fair, equitable, and transparent compensation. Final compensation will be determined by various factors such as your relevant work experience, education, certifications, skills, and geographic location.

Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences.

Benefits & Perks

Alteryx has amazing benefits for all Associates which can be viewed here.

For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Alteryx will consider for employment qualified applicants with arrest and conviction records.

This position involves access to software/technology that is subject to U.S. export controls. Any job offer made will be contingent upon the applicant’s capacity to serve in compliance with U.S. export controls.