Technical Support Analyst

The Technical Support Analyst is responsible for rapidly answering, triaging and resolving client questions on the performance and implementation of their deployed RichRelevance products. The Technical Support Analyst is responsible to manage incidents to meet high levels of client satisfaction adhering to all SLAs for responsiveness. This is a unique opportunity to join a thriving company where you can become a subject matter expert and increase your technical acumen for further advancement within and beyond our support organization.

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 and advertising 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, Program and Account Managers
? Initiate improvements to internal case tracking tool and related reporting
? Work closely with Product Managers to build solid, ongoing knowledge 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, impressions, forecasting of ads) and web-based reporting

Professional:
? 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 (small to enterprise businesses)
? 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 1 year of relevant Technical Support and/or account management experience, with a preferred focus on the Saas and/or eCommerce industry
? Experience with Case Management tracking tools, experience with Salesforce.com a plus
? Salesforce administration and report writing skills desired
? BA/BS required, technology or business degree preferred

Apply via the link below:
http://youcru.it/s/xk0KcL