Provide product support to customers through various communication channels, including training on applications and tools as needed
Provide customer support related to basic system automation and legacy products and solutions
Offer basic consultation on customer products and industry education
Exhibit empathy and anticipation of customer needs, facilitating optimal customer experience
Assess the nature of product issues and resolve basic support inquiries promptly
Demonstrate agility in understanding, prioritizing, and reacting to critical customer issues
Maintain a detailed log of customer interactions and support activities
Utilize proprietary tools and applications to address basic customer inquiries and perform account administration tasks, maintaining up to date knowledge of product and solution advancements
Navigate multiple data center troubleshooting tools and applications to update data statuses, flags, and provide valuable customer insights
Recognize and evaluate scope and impact of a potential issue, taking appropriate action to mitigate risk across the broader network
Diagnose customer needs and engage collaborative resources when necessary, ensuring continuous communication with customers until resolution is achieved
Collaborate with internal teams and act as a customer advocate in cross-functional collaborations, including sharing relevant customer insights with product and technology teams
Act as an intermediary between relevant internal and external parties to ensure effective communication, understanding, and resolution
Establish and leverage credibility as a peer resource, supporting and participating in total team development and success
Requirements
Bachelor's degree in a relevant field or equivalent work experience
A strong interest in technical support and a commitment to continuous learning
Effective problem-solving skills and critical thinking abilities
Agility to adapt to shifting and concurrent priorities
Excellent written and verbal communication skills
An eagerness to learn from experienced colleagues and mentors
The ability to work collaboratively in a team-oriented environment
Prior experience providing SAAS customer support
Knowledge of SPS Commerce programs, systems, and processes
Experience with SalesForce, Atlassian, and Microsoft Office applications
Basic understanding of Supply Chain processes, XML, and/or EDI schemas (X12, EDIFACT)
Familiarity with data transmission methods (FTP, AS2, VAN)