Technical Customer Support Analyst at RichRelevance
Reading, GB
Description



RichRelevance is the global leader in omnichannel personalization and is used by more than 230 multinational companies to deliver the most relevant and innovative customer experiences across web, mobile and in store. RichRelevance drives more than one billion decisions every day, and has generated over $20 billion in sales for its clients, which include Office Depot, COOP, Woolworths, Tesco, and Marks & Spencer.



Headquartered in San Francisco, RichRelevance serves clients in 42 countries from 9 offices around the globe. For more information, please visit www.richrelevance.com



Technical Customer Support Analyst – Reading, UK


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


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 ($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 Salesforce.com, Zendesk, Jira Service Desk a plus
Salesforce administration and reporting writing skills desired
BA/BS required, technology or business degree preferred
Fluent in English with an additional language skill (written and spoken) of French, German, Spanish, Portuguese, Japanese, Chinese, or a Scandinavian language.
Support tool building or code debugging experience is a plus.