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:
We’re seeking an Associate Customer Support Analyst to join our Customer Success organization! Reporting to the Customer Support Manager, in this position you will engage with customers to educate and solve technical requests via multiple support channels including phone, email, and chat. If you possess strong technical aptitude, an ability to effectively problem solve and you are customer obsessed, this could be an excellent role for you!
Key Responsibilities:
- Assess the nature of customer needs and work to resolve issues ranging from basic to moderate complexity. Refer and escalate to appropriate internal teams as necessary.
- Communicate with customers regarding their queries regarding system automation with their Account/ERP/WMS system and their trading partners.
- Work proactively with other teams in SPS to resolve the issues for customers
- Assist customers seeking education and/or issue resolution while working with a variety of SPS Commerce products and services.
- 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.
- Passion for the customer and advocating for their requests within the company.
- An eye for detail with logical problem-solving skills.
- A technical mindset and the ability to adapt quickly.
Location:
In this hybrid role, you will be required to work onsite from our Melbourne, Australia office 3 days per week.
Required Qualifications:
- Bachelor’s degree or equivalent combination of education and experience. Strong verbal and written communication skills, proven organizational skills with an ability to effectively manage multiple projects in a fast-paced environment.
- Proven ability to understand and work effectively with technical processes and data.
- Excellent customer interaction skills and demonstrated ability to work effectively in a team environment.
- Requires hours Monday to Friday 8:00am to 4:30p OR 9:00am to 5:00pm
Preferred Qualifications:
- Prior customer support experience or technical/help desk experience preferred
- Knowledge of Systems such as Cin7/Dear/Unleashed/Xero/MYOB
- Knowledge of WMS systems, pick-pack, and order fulfilment processes
- Knowledge of Order processing and fulfilment
