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Role Summary

As a Senior Technical Support Representative, youll handle the more complex support tasks, provide training & guidance to level 1 & level 2 representatives among other activities to ensure that we deliver on our customers expectation of exceptional support. Were looking for highly motivated individuals that want to impress customers & help lead the support team by example with sincerity & enthusiasm.

Specific Duties

Responsible for the following:

Daily: 

  • Answer day to day questions from level 1 & 2 support reps
  • Handle inbound email, telephone & live chat inquiries related to website support & data file transmissions between CommerceHub & our customers which may include complex or on-going support cases across all trained platforms
  • Interact with operational & engineering teams to troubleshoot & resolve complex or ongoing support issues
  • Create internal engineering tickets as required to aid in inquiry resolution
  • Maintain ownership of tickets submitted until resolved or escalated for further research
  • Participate in the on call/after-hours support rotation
  • Provide day-to-day oversight of work queues & reassign representatives to ensure that SLAs are met
  • Monitor customer support surveys & reach out to customers when needed
  • When appropriate, become involved as an escalation point for support issues
  • Demonstrate flexibility in working outside of core business hours on short notice
  • Make recommendations to customers to enhance experience, increase efficiency & processes
  • Work directly with 3rd party vendors
  • Review & identify trends with support tickets

Special Projects & Production Incidents:

  • Work as a member/leader of special and/or on-going projects that are critical for the functioning and/or improvement of the Support team
  • Attend internal incident status meetings & communicate with internal teams for most up-to-date impact & resolution
  • Understand & communicate customer impact
  • Help coordinate any customer outreaches related to an incident
  • Assist with the review & prioritization of bugs & enhancements
  • Plan & conduct customer webinars

Quality, Training, & Documentation:

  • Build & maintain knowledge of new platform features, create articles for our internal knowledge base
  • Develop & conduct specific function/topic-based training
  • Train & mentor new staff on applicable platforms, features & enhancements
  • Possess deep understanding of CommerceHub platforms, specifications & product offerings
  • Perform quality reviews of staff work & re-education (if needed)
  • Conduct test planning & execution as it relates to the testing of new features & functionality
  • Notify management of team & individual performance trends based on observations & feedback
  • Perform UAT of product & process changes

Requirements

Successful candidates for the position must meet the following requirements:

  • Associate's degree in related field required; Bachelors preferred
  • 3+ years computer/technical/call center customer service experience
  • Excellent communication (written & verbal), interpersonal & problem-solving skills
  • Ability to organize work, prioritize tasks, & manage multiple & changing priorities
  • Demonstrated ability to write in clear, concise, organized manner with appropriate level of detail
  • Strong working knowledge of MS Office specifically Word, PowerPoint, & Excel required.
    • Intermediate to advance working knowledge of Excel is preferred this includes at minimum the practical application of pivot tables & pivot charts, v-lookup function, Create, modify, & format charts, grouping & ungrouping of datasets.
  • A demonstrated aptitude for learning new technologies & applying general & industry-specific business knowledge in a fast paced, analytical & team-oriented environment
  • Willing & able to travel to customer locations as requested as a company representative
  • Experience with Ticketing & CRM software preferred
  • Understanding of APIs, EDI, XML, Flat Files, SQL & AS2, sFTP, HTTP communication protocols a plus
  • Effective collaborator with proven process improvement skills
  • **Individuals who are bilingual in English/Spanish/German are highly desired.

Authorization to work in the United States is a requirement for this role. CommerceHub will not provide visa sponsorship.

 
 
 
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