Customer Support Officer

2 weeks ago

Burwood East, Victoria, Australia SPS COMMERCE Full time
:

Essential Responsibilities / Duties

  • Facilitate problem identification, research, and follow up to ultimate resolution, advocating for customer success
  • Assist customers seeking education and/or issue resolution while working with a variety of SPS Commerce products and services
  • Assess nature of customer needs and work to resolve issues ranging from moderate to extremely complex in nature
  • Refer and escalate to appropriate internal teams as necessary
  • 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

Minimum Requirements

  • 13 years prior customer support experience or technical/help desk experience
  • Bachelors degree will be viewed favourably
  • Strong verbal and written communication skills
  • Ability to understand and work effectively with technical processes and data
  • Ability to work with mínimal supervision while taking initiative and setting priorities.
  • Excellent customer interaction skills and demonstrated ability to work effectively in a team environment
  • Demonstrated computer skills
  • Proven organizational skills with ability to effectively manage multiple projects
  • Ability to work offpeak hours which includes some evening and weekend shift work. Ability to work limited oncall shifts

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