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CommerceIQ

Customer Support Analyst - L3

Bengaluru , India
On-site

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.

 

Job Level: Customer Support Engineer L3

Job description with responsibilities:

We are looking for a passionate IT support professional with good problem solving & communication skills to handle day-to-day support operations and deliver high value by ensuring customer satisfaction.

R & R:

 

  • Triage tickets with proper identification, classification & coordination with engineering & customer success teams; troubleshoot & address reported issues to drive resolution within SLA and while adhering to quality
  • Manage critical events/outages & clearly document/publish RCAs.
  • Contribute to team documentation, tools & SOPs.
  • Participate in continuous improvement efforts/formulation of processes & workflows to improve operational efficiency
  • In-depth troubleshooting and debugging of reported incidents, involving strong technical acumen
  • Conducting RCA on high-impact issues and driving permanent fixes through closely liaising with engineering teams
  • Contribute towards documentation & operational excellence initiatives
  • Create reports via Spreadsheets/Excel on adhoc basis

 

Qualifications and requirements

 

  • Engineering degree(preferable) with 3 yrs of IT support experience
  • General knowledge of SAAS/cloud solutions & ecommerce platforms.
  • Tech bar: working knowledge of SQL, Advanced Excel, Incident management, any reporting tool(Tableau/PowerBI)Servicedesk/Freshdesk/ticketing platforms, MS Excel, JIRA
  • Skills: Quick learner, strong analytical skills, responsive, takes ownership and drives results, ability to multitask with precision, ability to work efficiently in a demanding and fast-paced environment

 

 

Help us build the future of ecommerce. Apply now or learn more at https://commerceiq.ai!

 

CommerceIQ

CommerceIQ is an intelligent automation platform for consumer brands to excel in retail ecommerce channels like Amazon and Instacart. Leveraging machine learning, analytics, and automation, CommerceIQ helps brands maximize sales, optimize content, ensu...

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