Business Support Consultant

The Business Support position is a customer-facing role, which provides a range of activities including break-fix and Business Support to One Door’s entire customer base.  This is a work from home position with some travel expected. You will be expected to become an expert in the One Door Platform functionality in order to meet ongoing customer needs.  Support will include tier-1 and tier-2 break-fix support as well as application usage solutioning and enablement.  This position requires the ability to triage requests sent in by the customer, and subsequently take the appropriate follow-up actions.  Regular updates to submitted tickets and internal documentation are part of the day-to-day responsibilities, as is reviewing and reporting of cases to management.  Regular meetings with customers to review tickets and/or assist in solutioning business challenges within the application will be expected.  This role is the face of One Door for both enterprise and mid-market level customer support inquiries and requires excellent customer service skills at all levels. 

RESPONSIBILITIES

●       Respond to customer requests and provide regular proactive updates for all support and service inquiries

●       Analyze inbound inquiries to determine if the request is for break-fix, business or fee for service support

●       Provide tier-1 support for UX-related front-end inquiries

●       Provide tier-2 support, which include back-end settings, as well as analysis and debugging of data integrations

●       Resolve/address, assign or escalate inquiries accordingly

●       Advise users on the methods, steps, and actions to support use cases, and/or resolve and avoid future issues, including providing documentation as needed

●       Escalate all issues that need to be resolved by Tier 3 engineering support via internal ticketing system

●       Develop and maintain effective working relationships with cross-functional teams both internally and within customer accounts

●       Collaborate with peers to ensure consistency of information and share best practices and knowledge

●       Update the internal knowledge base whenever possible to support future issue resolution and relevant customer input

●       Work successfully with a US-based team to ensure all issues are clearly articulated and resolved promptly

REQUIRED QUALIFICATIONS

●      Bachelor’s degree and three or more years of related customer service experience

●       Exceptional verbal and written English communication skills

●       Strong problem-solving and analytical skills

●       Adept at maintaining pace and understanding urgency to meet customer deadlines

●       Collaborative team player that can work independently

●       Demonstrated ability to manage high touch enterprise-level accounts

PREFERRED

●       Prior experience working within a retail-based SaaS software platform

●       Experience in retail merchandising and/or customer retail operations

Note: Ability to work US overlap hours is required.  Travel may be global, up to 20%