CommerceIQ is building the AI platform that runs commerce for the world's largest brands. We are not selling AI demos. We are shipping AI agents for content, media, and sales into the workflows of the Fortune 100 every week.
Customers include Coca-Cola, Nestlé, Colgate-Palmolive, Mondelez, Samsung, and Kellogg's. Backed by SoftBank, Insight Partners, and Madrona. Headquartered in Mountain View with teams across the US, India, Canada, and the UK. Pre-IPO.
The Role:
As a Senior Support Analyst you will answer questions from Fortune 500 consumer brands and help uncover product opportunities that help brands win.
What You'll Do:
- Ticket Management/ Support queue management on all incoming requests/issues/enhancements
- Diagnosing, troubleshooting, documenting and developing new solutions that solve the root cause of customer problems
- Dive deep to understand the product insights, engineering logic and data model and leverage the information to drive RCAs with the engineering team and publish them to the stakeholders.
- Develop a comprehensive understanding of the product to leverage the understanding of the solutions and drive RCAs. When given access to user and developer documentation, knowledge base articles, source code, and infrastructure be able to develop a layered understanding of how the product works end-to-end.
- Regular communication on incoming client issues with Engineering as well as Customer Success teams and subsequent prioritisation of the same.
- Ability to quickly establish good working relationships, display integrity in interactions and participate as an active support for engineering and customer success teams.
- Strong communications skills to interact with internal & external stakeholders.
- Use the results of metrics and offer assistance to the teams in performing retrospective analysis of the various client issues. Contribute to internal process, product,and improvement efforts.
What You'll Bring:
- Bachelor of Science in Computer Science/Engineering or relevant experience. Experience in technical support /enterprise SaaS products is a huge plus.
- Hands on experience with SQL - majorly DML - select commands so that you can deep dive into the tables of the data.
- 2-3 years of experience in Software/Product customer facing environments.
- Proficient problem solver and troubleshooter. Consistently drive RCA and permanent resolutions to all the bugs reported.
- Good understanding of software Development/testing concepts.
- Ability to grasp the Product Abilities & requirements.
- Have great understanding and working knowledge with MS Excel & Word.
- Good communication skills and ability to effectively engage with members across geolocations. Fluency in both spoken and written English.
- Demonstrated track record of excellent customer service skills and professionalism to effectively manage communication with internal and external stakeholders.
- Leverages feedback from the clients and customer success team , collaborate with Product team to identify and drive Product improvements/enhancements.
- Strong experience interacting and collaborating cross functionally with Engineering, Product Management, and customer success.
- Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
Benefits & Perks:
- Highly competitive pay, benefits, and early stage stock options
- Unlimited PTO and seven paid company holidays
- No meetings after noon on Fridays
Help us build the future of ecommerce. Apply now or learn more at https://commerceiq.ai!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.
Skills Required
- Bachelor of Science in Computer Science/Engineering or equivalent experience
- Hands-on experience with SQL (DML, SELECT)
- 2-3 years experience in software/product customer-facing environments
- Strong troubleshooting skills and ability to drive RCAs and permanent resolutions
- Good understanding of software development and testing concepts
- Ability to learn product internals, data models, and engineering logic
- Proficient with Microsoft Excel and Word
- Strong written and verbal communication; fluency in English
- Proven customer service skills and professionalism with internal/external stakeholders
- Experience collaborating cross-functionally with Engineering, Product Management, and Customer Success
- Experience documenting solutions for knowledge base and contributing to automation/improvement
- Experience in technical support / enterprise SaaS products
What We Do
CommerceIQ is the leader in E-commerce Channel Optimization (ECO), the practice of using machine learning, analytics and automations to optimize the e-commerce channel across supply chain, marketing and sales operations to win at the moment of purchase and drive profitable market share growth.
Why Work With Us
CommerceIQ is building innovative products in a hot market, in a pre-IPO company with a bold vision, and with passionate colleagues who are collectively building a company for the long run. We have developed a culture to support our growth and deliver a unique employee experience with market competitive pay and exceptional benefits.
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