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Customer Support Specialist at Price Spider

Customer Support Specialist

The Customer Support Specialist is responsible for managing incoming customer support issues and resolving them in a timely manner. The Customer Support Specialist ensures that customers of PriceSpider receive exceptional service when needing assistance regarding technical aspects of PriceSpider products and services, whether it be information, knowledge, or guidance on basic functionality or resolution around problems they may encounter when using or implementing PriceSpider products and services.

PriceSpider is a retail technology company filled with talented people relentlessly driven to revolutionize the online shopping experience. The fastest-growing Brand Integrity, Where-to-Buy, and data services innovator, providing unmatched insights into online consumer purchasing behaviors around the globe.

Essential Function & Responsibilities:

  • Responding to customer support issues and resolving them according to standard or customer-specific SLAs
  • Communicating professionally and appropriately to customers based on standards set by PriceSpider
  • Working cross-functionally to ensure that issues are resolved in a timely fashion when necessary
  • Recognizing when issues need escalation
  • Managing all inbound communication, whether telephone, email, support tickets, customer portal, or any other means in relation to customer support issues
  • Utilizing knowledge of PriceSpider products and services to resolve the majority of issues independently with minimal supervision and guidance
  • Leveraging new information related to PriceSpider products, procedures, and trends and guiding customers on benefits and enhancements when applicable
  • Assisting manager and senior customer support specialists with reports and metrics when needed
  • Recommending best practices to customers when situations arise
  • Identifying root cause issues to the majority of support cases and properly conveying in a professional manner when appropriate
  • Communicating cross-functionally the needs of the support team as well as any issues that may arise
  • Making recommendations to manager and team of patterns of issues that can contribute to the product roadmap
  • Contributing to high priority issues when needed
  • Adhering to customer support best practices as established by PriceSpider management
  • Following customer support policy and procedure as established by PriceSpider management

Minimum Qualifications:

  • Associates degree (Bachelor’s preferred)
  • Prior experience in a customer-facing role
  • Basic knowledge of customer support software like Zendesk or Freshdesk
  • Strong customer-facing communication, oral, written, and interpersonal skills
  • Excellent organizational and time management skills
  • Proven ability to troubleshoot

Preferred Qualifications:

  • Experience working cross-functionally with technical teams like product and engineering
  • Jira, SQL, and Microsoft Office experience

Location:

This position is based in Irvine, CA, or remotely.

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