Job Summary:
Primary responsibilities encompass servicing support cases for customers, business units, and channel partners within a customer support environment, responding and providing quality customer service, technical assistance, and support of TradeCentric products. Additionally, responds to inquiries, runs diagnostics, isolates problems, and implements solutions. The support analyst will work with technicians and administrators to resolve issues that may require additional attention or indicate a larger problem within the eCommerce IT ecosystem.
馃捇 Report To: Director of Customer Support
Primary responsibilities encompass servicing support cases for customers, business units, and channel partners within a customer support environment, responding and providing quality customer service, technical assistance, and support of TradeCentric products. Additionally, responds to inquiries, runs diagnostics, isolates problems, and implements solutions. The support analyst will work with technicians and administrators to resolve issues that may require additional attention or indicate a larger problem within the eCommerce IT ecosystem.
馃捇 Report To: Director of Customer Support
馃彚 Work Location: Bucharest, Romania (hybrid schedule)
馃搮 Schedule: Monday to Friday (In-office Tues.鈥揟hurs., remote Mon./Fri.)
馃晵 Hours: 9am to 6pm
Essential Functions:
- Act as a single point of contact for customer support service requests from clients/business units
- Review, process, and resolve inquiries via email, phone, chat or support portal
- Provide support and ownership for incoming queries, or incidents related to any aspect of punchout, change or feature requests while managing the resolution process
- Identify, prioritize and respond to all development support inquiries
- Run diagnostics, isolate issues and implement solutions
- Assist with the improvement and functionality of product based on client needs
- Escalate customer support inquiries to delivery or development team if scope of the service task is appropriate
- Practice the principles of quality standards for customer service and adherence to the stated SLA policy guardrails
- Create and distribute knowledge-base solution articles for both internal agents and requesters聽
- Provide outstanding customer support during all client interactions and throughout the service ticket lifecycle
- Other duties as assigned
Minimum Qualifications/Experience:
- 2+ years of experience in the support and technical support environment
- Solid proficiency in data analysis tools and Excel, with the ability to leverage various applications to create, capture, digest, and report impacting trends from our customer support platform
- Experience in support within program/project management聽
- Must have strong communication skills聽
- Ability to quickly establish good working relationships with clients
- A technical, logical thought process with the ability to address issues between systems
- A keen eye for detail and organization
- Ability to prioritize and adhere to deadlines
- Ability to work independently and within a team setting
- Enthusiasm for continual learning
- Highly motivated to meet the core values of our support department
- Must be able to collaborate with all departments in-house as the support roles touch all active departments at TradeCentric
Preferred Qualifications/Experience:聽
- Bachelor's degree or equivalent in Computer Science, Information Technology, Computing, Data Science or related disciplines聽
- JavaScript, JSON, HTML, XML and ability to understand different markup languages
- ITIL Foundations v3 certification, Six Sigma or equivalent certifications
- Zendesk, Salesforce, JIRA, or other support platform experience
Company Benefits:
馃晵 Generous Annual Leave
馃晵 Volunteer Time Off
馃┖ Premium Private Insurance Option: Medical, Dental and Vision聽
馃懚 Paid Parental Leave
馃帗 Career Development Reimbursement Program
馃晵 Volunteer Time Off
馃┖ Premium Private Insurance Option: Medical, Dental and Vision聽
馃懚 Paid Parental Leave
馃帗 Career Development Reimbursement Program