Customer Technical Support Specialist

Customer Experience - Delivery & Implementation - 355

1010data values: 

  • Integrity: Doing the right things for the right reasons 
  • Agility: Adapting and thriving in a dynamic environment 
  • Teamwork: Combining our strengths to do amazing things 
  • Passion: Channeling enthusiasm to drive excellence 
  • Creativity: Unleashing curiosity to defy the norm 

About the role: 

As a Customer Support Specialist, you will play an integral part of the 1010data Global Customer Support Team, working alongside our exceptional team of professionals in Customer Engagement, Product, and Data Engineers. You will become an expert in operating and troubleshooting 1010data’s big data analytics platform which is used by retail, consumer goods, and financial services industries to gain actionable insights and improve business outcomes. As an advocate for our clients, you will help identify trends in customer satisfaction, product feedback, and commonly asked questions. PLEASE NOTE THAT WE ARE SEEKING CANDIDATES BASED IN EASTERN TIME ZONE.

This role is not sponsorable 

What you will take on: 

  • Receives client requests and issues via ticketing system and ensures they are assigned to the appropriate team promptly - often requiring technical trouble shooting. 
  • Respond to customer inquiries and complaints and in some instances work with multiple departments to resolve customer issues or questions. 
  • Communicate instructions and information in a professional, effective, and concise manner.  
  • Actively engage in knowledge sharing and collaboration, by creating, improving, translating, and maintaining knowledge base articles.  
  • Tracks resolution of tickets to ensure they are resolved in a timely manner. 
  • Handle confidential and sensitive information and records with a high degree of discretion, diligence, and good judgment.  
  • Find answers to complicated questions and independently solve customers’ challenges. 
  • Ensure that customer faults and queries are managed and satisfactorily resolved, meeting business goals, objectives, and SLAs. 

What you already have:

  • Bachelor's Degree or equivalent work experience. 
  • Minimum of 2-3 years working for a Data Technology, Enterprise Software or SaaS business company. 
  • Prior experience in case handling and management. 
  • Good written and verbal customer-centric communication skills (English required) 
  • Self-motivated and able to work independently while still contributing the team’s success 
  • Multitasking-capabilities a must 
  • Detail-oriented with the ability to track work progress 
  • Familiarity with ticket-managing and support portal systems such as Freshdesk or Zendesk. 
  • Proficient with Business Intelligence tools, such as Excel, Power BI, and Tableau. 
  • Experience with any programming/scripting languages (especially XML) 
  • Understanding of SQL or other database query language 

About 1010data: 

For more than 20 years, 1010data has helped financial, retail and consumer goods customers monitor shifts in consumer demand and market conditions and rapidly respond with highly targeted strategies. The 1010data Insights Platform combines market intelligence, data management, granular enterprise analytics, and collaboration capabilities to empower better business outcomes. More than 900 of the world’s foremost companies’ partner with 1010data to power smarter decisions. 

You can find this on the Company page of 1010data at https://1010data.com/company/ 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

 

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Some of the benefits at 1010DATA

HEALTH AND WELLNESS

Be well with healthcare costs covered

SAVINGS AND RETIREMENT

Plan for the future with our 401(k) match

OFFICE

Fuel your day with our healthy stocked kitchen, game rooms, and in office wellness classes