Customer Support Analyst
ChannelAdvisor Corporation - Morrisville, NC

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The Customer Support Analyst will serve as a key team member of our Global Customer Support Operation providing superior technical support and troubleshooting for online retailers using the ChannelAdvisor suite of SaaS tools. This position will use a range of technical expertise, customer service skills, tools, and resources available to resolve client reported cases. Inbound support channels include email, instant messaging, and phone. Additionally, they will work to proactively identify areas within the applications where improvements can be made to provide enhanced ease-of-use and functionality.

Job Specifications:
The ideal candidate is a technically-savvy problem-solver with a focus on the customer experience, using their skills to deliver creative solutions for customer issues. We look for candidates who are dedicated to providing exemplary customer service while working in a collaborative team environment in order to ensure timely and effective solutions to technical issues. Based on scheduled coverage, the CSA handles requests from multiple sources. This position is expected to provide on-call coverage over weekends on a scheduled basis.

Required Skills

Required Skills and Experience:
Strong verbal and written communication skills

Attention to detail

HTML, XSLT, XML, FTP, SQL and other web related protocols and languages (such as javascript, ASP, etc...)

1-3 years working directly with customers with a focus on servicing clients

The ability to work independently to research and resolve technical issues

The ability to collaborate with team members and share application knowledge

Experience working with web-based solutions or SaaS

Desired Knowledge and Experience:
Bachelor's degree in Computer Science with an emphasis on programming or 1-3 years experience providing web-based software support

Knowledge of eBay, Amazon, Overstock or other online marketplaces

Knowledge of comparison shopping sites (Google Base, PriceGrabber,, Yahoo!)

Knowledge of Paid Search marketing

Experience using as a case management tool



Required Experience

About this company
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ChannelAdvisor is a leading provider of cloud-based e-commerce solutions that enable retailers and manufacturers to increase the scale and...