The Lead Customer Support Consultant – Network Expansion is responsible for providing excellent advanced high-level technical support for SPS Commerce customers by researching customer support issues and providing sound solutions in a timely manner. Additionally, these team members will produce reference materials and deliver technical instruction to other team members as needed. They will also serve as a mentor/trainer for Customer Support Analysts.
Why SPS?
We solve retail supply chain problems by cutting through inefficiency with innovation and automation. At SPS we empower retailers, suppliers, distributors, grocers, and logistics partners to work better together with our people, our process, and our tech products. We have the world’s largest retail network, and we don’t just lead the industry, we are the industry.
At SPS, we believe every employee makes a difference. We ensure employees have the tools, resources and training to explore new ideas and execute them. Our success comes from playing as a team and always playing to win. Careers don’t just grow here, they’re made here.
Does this sound like you?
You have fantastic people skills; you’re able to listen thoroughly and understand issues quickly.
You’re dedicated to providing top-notch service while also maintaining a keen interest in technical problem-solving.
You’re able to build long-term relationships with customers by establishing trust and credibility.
You have an eye for detail so that even the smallest issue won’t affect the customer negatively.
You can be flexible and are good at adapting to customer needs.
What is the day to day like?
Work on escalated post implementation production issue requests received from Customer Success Teams and other internal staff/departments.
Perform advanced troubleshooting of SPS Platform application packages, working with development and product teams to resolve code, mapping and product issues, and other troubleshooting of SPS Fulfillment product.
Document and track issues logged in our support ticketing system.
Coordinate efforts with other team members as required to resolve issues in compliance with our published goals/targets and customer needs.
Provide outstanding quality service to our customers, through positive customer feedback, issue resolution at root cause.
Effectively communicate in writing and orally. This includes timely responses to inquiries, proactive follow-up, clear and truthful explanations of our work and our solution. Proper documentation for historical purposes is required.
Subject matter expert within Support customer segments
Monitor segment queues looking at case age, understanding when a case needs intervention.
Do customer fix testing to ensure issue is resolved.
Change champion within support teams globally.
Manage time effectively and monitor workflow to ensure customer and colleague needs are met. Document workflows properly for historical reference and visibility to status and solution.
What is required?
A minimum of 5 years of related experience with a bachelor’s degree; or 8 years of experience without a degree.
3-5 years of advanced experience in implementing and supporting technical solutions
Understanding of various file formats such as XML
Experience with text editing and data mapping
Experience with SQL scripting and troubleshooting
What is preferred?
ERP/account applications background such as NetSuite, Sage, Acumatica
