Position Overview:

The Technical Support Representative will be responsible for providing help on topics relating to our e-commerce analytics and visualization platform which helps 'direct to consumer' brands understand, analyze, and take action on consolidated e-commerce data, from sources such as Shopify, Google Analytics, Facebook, and more. Interactions between the Technical Support Representative and merchants will have a direct impact on our client's reputation. The candidate should have previous proven experience as a tier 1 technical support representative preferably for a software company.

Primary Responsibilities:

• Manage help desk software or ticket system
• Troubleshooting and managing simple software issues using knowledge base articles and FAQs
• Provide help regarding the company product or services
• Stay up-to-date with updates, and changes within the company
• Research questions on available resources (FAQ manual)
• Delegate difficult problems to the second level support
• Build Customer eComm Dashboards using Looker Software
• Recommend the best visualizations for merchants to utilize
• Manage assigned tasks in project management platform

Qualifications:

• Outstanding verbal and written communication in business terms with external customers
• Capability to maintain the highest confidentiality around company proprietary information
• Enjoyment of working with and communicating with people and solving problems
• Ability to multi-task and prioritize while remaining calm and pleasant
• Solid problem-solving skills
• Strong organizational skills
• Experience in SQL required
• Experience with Hubspot a plus
• Experience with Asana, Looker or Tableau are a plus
• SaaS/Software Support experience is a plus
• Experience with databases or data modeling a plus