Open for Chicago, IL as well Dept overview: Onboard new dealers. Suppliers in manila. Will handle intake. We provide support to client Dealers and Customers on critical client eCommerce applications (client Converge Suite, SIS). Retail products sold online. Moving from salesforce to Microsoft Role: Focus on tier 2 ERP support. Work with suppliers to do the best and if not will work with ext support to get it done. Have strict SLAs based on priority a. This Digital Tech Support Analyst position for client Customer Support b. (CCS) will assist our Tier 1 Support Agents by serving as the liaison c. between CCS and partnering Tier 2/3 Support teams, as well as Product d. Teams, for the purpose of resolving technical support cases within e. defined Service Level Agreements. This position will also assist in f. knowledge improvement for training purposes, help manage escalated support cases, and identify potential gaps in operational performance by reviewing open support cases. Top skills: a. (Required) b. - Performance Analysis; Insights c. Any domain. Customer support, technical ability, if ecommerce support that’s ok. Supporting the tools that enable sales d. (Preferred) e. - Microsoft Dynamics 365 (preferred) f. - NetSuite g. - Integration & API’s h. – AI (Copilot) Using it to find trends, pull reports etc reducing dependence dev teams i. Soft Skills j. (Required) k. - Strong Communication Skills l. o Comfortable handling customers internal and external. m. - Problem Solving n. o Ability to diffuse escalations and resolve customer issues. o. o Ability to identify when they are unable to resolve and ask for p. assistance. q. - Attention to detail Position Contributions to Work Group: - We provide support to CLIENT Dealers and Customers on critical CLIENT eCommerce applications (CLIENT Converge Suite, Client Central, SIS). This Digital Tech Support Analyst position for CLIENT Customer Support (CCS) will assist our Tier 1 Support Agents by serving as the liaison between CCS and partnering Tier 2/3 Support teams, as well as Product Teams, for the purpose of resolving technical support cases within defined Service Level Agreements. This position will also assist in knowledge improvement for training purposes, help manage escalated support cases, and identify potential gaps in operational performance by reviewing open support cases. Typical task breakdown: - Investigates, monitors, and assists with resolving cases in accordance with standard procedures. - Reviews and analyzes case data to ensure timely and appropriate resolution; identifies gaps in Tier 1 knowledge or processes; shares knowledge and feedback via teams channels, handups, investigations, and during meetings with the supplier team - Partners with internal and external teams for assistance to improve Tier 1 processes to enable the team to resolve more cases Interaction with team: - Will work closely with the internal CLIENT Customer Support team and eCommerce business partners located in Peoria, IL. - Virtual interaction with global dealers, coordination with SI partners and internal business partners from eCommerce product and supplier teams. Work environment: - The CLIENT Customer Support (CCS) team offers world-class support for numerous digital products – managing a variety of inquiries while achieving results for key metrics. - CCS is split into several “workstreams” grouped by digital products - This position is dedicated to the eCommerece Technical Support (ETS) workstream which includes 1 Operations Analyst, a Technical Support Analyst, and a Business Development Consultant, and a Training & Knowledge Specialist. o Our supplier ETS team of approximately 14 Tier 1, and 4 Tier 2 agents, is located in Manila, Philippines, and Sofia, Bulgaria. Education & Experience Required: - Degree with 2-4 years experience in this capacity - 6+ years experience without a degree o technical support or combination of contact center/customer service with technical support experience Required Technical Skills (Required) - Performance Analysis & Insights (Preferred) - Microsoft Dynamics 365 (preferred) - NetSuite - Integration & API’s - AI Soft Skills (Required) - Strong Communication Skills o Comfortable handling customers internal and external. - Problem Solving o Ability to diffuse escalations and resolve customer issues. o Ability to identify when they are unable to resolve and ask for assistance. - Attention to detail
