Customer Support Analyst

Description:

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!

Position Summary:

The Customer Support Analyst engages with customers in education and problem-solving interactions across multiple support channels, including phone, email, and chat. You'll provide great customer service through root cause analysis and issue resolution, leaning on your established skill set and growing SPS Commerce acumen to help customers succeed.

WHAT YOU'LL DO

• 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.

WHAT YOU BRING

• 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.

LOCATION

This role follows a hybrid work model, with regular in-office presence required at our Rogers office.

WHAT WE OFFER

At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The pay range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.

The hourly pay range for this role is: $24.09 – $28.89. The actual pay offered will be determined based on the factors listed above and may fall anywhere within the range.

SPS Commerce offers a comprehensive benefits package designed to support employees' health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.

Commitment to our Employees:

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact. 

We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.