Associate Customer Support Analyst

2 weeks ago

Québec, Quebec, Canada SPS COMMERCE Full time
:

  • This position is 100% remote, routine travel to the Minneapolis office (approximately 13 times per year) is a requirement of the position in addition to oncall support work including weekends and holidays. The role will require both written and verbal proficiency in French and English._

Essential Responsibilities / Duties:

  • Facilitate problem identification and research, and drives resolution, advocating for customer success
  • Assist customers seeking education and/or issue resolution while working with a variety of SPS Commerce products and services
  • Assess nature of customer needs and work to resolve issues ranging from basic to moderate complexity
  • Refer and escalate to appropriate internal teams as necessary
  • Log and track customer interactions using the designated customer resource manager (CRM)
  • Demonstrate agility by acting as a flex resource as necessary across multiple contact channels
  • Adhere to provided schedules to ensure availability for customer needs and adapts to changes when needed

Minimum Requirements:

  • Bachelor's degree or equivalent combination of education and experience
-
Strong verbal and written communication skills in both French and English:

  • Ability to understand and work effectively with technical processes and data
  • Ability to work with mínimal supervision while taking initiative and setting priorities in a demanding, fastpaced environment
  • Excellent customer interaction skills and demonstrated ability to work effectively in a team environment
  • Demonstrated computer knowledge (Internet and Microsoft Office-Word, Excel and Outlook)
  • Proven organizational skills with ability to effectively manage multiple projects
-
Ability to work off-peak hours which includes some evening and weekend shift work (24/7 shift, on rotation)
Preferred Experience

  • Prior customer support experience or technical/help desk experience preferred

Why join SPS Commerce?
We solve retail supply chain problems by cutting through inefficiency with innovation and automation.

At SPS we empower retailers, suppliers, distributors, grocers, and logistics partners to work better together with our people, our process, and our tech products.

We have the world's largest retail network, and we don't just lead the industry, we are the industry.

At SPS, we believe every employee makes a difference. We ensure employees have the tools, resources, and training to explore new ideas and execute them. Our success comes from playing as a team and always playing to win. Careers don't just grow here, they're made here.


SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.

**EOE including disability/ veteran

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