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L3 Support Analyst II - ESM



IT, Customer Service
Bengaluru, Karnataka, India
Posted on Friday, April 19, 2024

Company Overview

At CommerceIQ, we help consumer brands accelerate their retail ecommerce market share growth and profitability through machine learning algorithms. We are building the world’s most complete and sophisticated Retail Ecommerce Management Platform, which connects and intelligently automates the management of retail ecommerce channels like Amazon, Walmart, and Instacart, across the entire ecommerce operational chain of retail media management, sales operations, supply chain, and digital self analytics.

We are in hyper growth mode, having recently raised our Series D funding at unicorn valuation (>$1B) and ended our third year of triple-digit revenue growth. Continued acceleration of our growth is fueled by landing new customers, expanding our platform through new products, managing new retail ecommerce platforms, and delivering exceptional customer service to unlock high net retention rates.

L3 Support Analyst - II

Ideal Start Date: ASAP

Location: Bangalore

As a Senior Support Analyst you will answer questions from Fortune 500 consumer brands and help uncover product opportunities that help brands win.

What is the role?

  1. Ticket Management/ Support queue management on all incoming requests/issues/enhancements
  2. Diagnosing, troubleshooting, documenting and developing new solutions that solve the root cause of customer problems
  3. 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.
  4. 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.
  5. Regular communication on incoming client issues with Engineering as well as Customer Success teams and subsequent prioritisation of the same.
  6. Ability to quickly establish good working relationships, display integrity in interactions and participate as an active support for engineering and customer success teams.
  7. Strong communications skills to interact with internal & external stakeholders.
  8. 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.

Required Skills:

  1. Bachelor of Science in Computer Science/Engineering or relevant experience. Experience in technical support /enterprise SaaS products is a huge plus.
  2. Similar roles: Major Incident Manager, Application Analyst, Product/Application/Service Support Engineer.
  3. Hands on experience with SQL - majorly DML - select commands so that you can deep dive into the tables of the data.
  4. 2-3 years of experience in Software/Product customer facing environments.
  5. Proficient problem solver and troubleshooter. Consistently drive RCA and permanent resolutions to all the bugs reported.
  6. Good understanding of software Development/testing concepts.
  7. Process related knowledge on Onboardings, Enhancements, Bugs, Service tasks/ Ticket Lifecycle.
  8. Multi functional collaboration.
  9. Ability to grasp the Product Abilities & requirements.
  10. Have great understanding and working knowledge with MS Excel & Word.
  11. Good communication skills and ability to effectively engage with members across geolocations. Fluency in both spoken and written English.
  12. Demonstrated track record of excellent customer service skills and professionalism to effectively manage communication with internal and external stakeholders.
  13. Leverages feedback from the clients and customer success team , collaborate with Product team to identify and drive Product improvements/enhancements.
  14. Strong experience interacting and collaborating cross functionally with Engineering, Product Management, and customer success.
  15. Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

Tech Skills:

  1. Basic on SQL - Primarily read commands to fetch information from our tables in case of issues
  2. Basic knowledge of Infrastructure - Ability to understand our Product backend and engineering logic
  3. Programmatic knowledge & Error codes (Added value, not mandatory)
  4. Debugging skills
  5. Ability to work with cross-functional teams