Technical Customer Support Analyst
RichRelevance - San Francisco, CA

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RichRelevance powers personalized shopping experiences for the world’s largest and most innovative retail brands, including Walmart, Sears, Target and others. Founded and led by the e-commerce expert who helped pioneer personalization at, RichRelevance helps retailers increase sales and customer engagement by recommending the most relevant products to consumers regardless of the channel they are shopping.RichRelevance has delivered more than $5.5 billion in attributable sales for its retail clients to date, and is accelerating these results with the introduction of a new form of digital advertising called Shopping Media which allows manufacturers to engage shoppers where it matters most -- in the digital aisles on the largest retail sites in world. RichRelevance is headquartered in San Francisco, with offices in New York, Seattle, Boston, and London, and has been twice recognized as one of the “Best Places to Work” in the Bay Area.

Technical Customer Support Analyst

Primary Responsibilities:
Serve as a primary first point of contact for customers with technical and operational questions on our products

Act as the customer advocate by owning issue resolution as well as managing internal and external communication until the issue is resolved to the customer’s satisfaction

Accurately log issues and follow appropriate escalation procedures

Escalate issues as needed accounting for risk and client satisfaction

Educate customers and assist them in using the product’s tools

Actively monitor and address variations to key customer metrics

Collaborate with team on knowledge-base development for internal and external use

Investigate desired outcome and possible options for submitted service requests

Perform service requests from Client Solution Engineers

Initiate improvements to internal case tracking tool and related reporting

Work closely with Product Managers to build solid, ongoing understanding of customer needs

Share “supportability” knowledge internally to improve tools and processes

Skills and Experience Requirements:Technical:
Proficiency in CSS, HTML and JavaScript and an understanding of other presentation-layer web-development languages

Strong client facing consultative and communication skills

Familiarity with cross-browser compatibility troubleshooting

Familiarity with website performance testing and tuning

Highly skilled in Microsoft Office (Excel, PowerPoint, Word)

Familiarity in retail analytics (e.g., analysis of online transactions, average order value, conversion rates) and web-based reporting

Strong professional services and client relations skills

Experience in SaaS, eCommerce, and/or consumer-oriented online services

Ability to multi-task, prioritize issues and manage many deliverables simultaneously

Ability to work with a diverse customer base ($100M – $5B+)

Ability to work effectively within a matrix managed project structure

Initiative to act on support opportunities

Leadership qualities with great teamwork experience

Experience writing customer facing and internal documents

Extremely detail oriented

Strong sense of urgency

Preferred Experience:
At least 2 years of relevant Technical Customer Support and/or account management experience, with a preferred focus on the Saas or eCommerce industry

Experience with Case Management tracking tools, experience with a plus

Salesforce administration and reporting writing skills desired

BA/BS required, technology or business degree preferred

RichRelevance is an Equal Opportunity Employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.

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