E-COMMERCE CUSTOMER SUPPORT SPECIALIST

Suttle-Straus is looking for an E-Commerce Customer Support Specialist to join our team! We offer a collaborative work environment, great benefits and fantastic co-workers. The ideal candidate is detail oriented, with an analytical mindset and great communication skills.

Suttle-Straus is a premier provider of printing, wide format, digital imaging, mailing, custom kitting, warehousing, and distribution services. Our success is founded on three core principles: A clear focus on meeting and exceeding customer expectations; a long history of implementing new technologies to increase quality and efficiency; and the importance of supporting an outstanding workforce. We offer a competitive benefits package with immediate eligibility for health, dental, vision and life insurance, and eligibility after 30 days for a company matched 401(k) plan.

Check us out on our website, www.suttle-straus.com, and Facebook. 

Job Summary:

The E-Commerce Customer Support Specialist provides excellent customer service and technical support as the first point of contact for Brand Portal end-users. This role is responsible for receiving, diagnosing, and resolving end-user technical issues in a timely, courteous, and professional manner. This role provides level 1 support of web applications, custom software solutions, and order processing workflows for internal users. This role is responsible for troubleshooting and supporting level 1 customer needs and escalating issues to technical and customer services staff with proper documentation as necessary.

Key Result Areas (KRAs):

1. Deliver Successful Online Customer Experiences

• Provide consultative services, application support, and technical issue resolution to customers and end-users
• Apply technical and problem-solving skills and application knowledge to meet end-user needs
• Communicate effectively to establish, diagnose, and document technical issues
• Generate, prioritize, and manage support tickets following up with resolutions
• Provide Brand Portal customer and internal user training sessions and technology demonstrations

2. Setup and Maintain Effective Online Environments

• Develop knowledge of Brand Portal functionality to provide proactive customer support, including knowledge of application modules, site configurations, production workflows, and external system integrations
• Assist with building customer products, site configurations, and user experience testing
• Perform user acceptance testing to confirm solutions meet customer acceptance criteria
• Resolve product issues and educate staff on proper procedures to build effective online products
• Update web site content on behalf of customers, involving some manipulation of HTML/CSS

3. Ensure Effective Order Processing

• Assess system and product configurations and verify order processing behavior is as expected
• Create and monitor system reports, analyze and interpret data, and communicate results to system/customer administrators
• Monitor and respond to issues identified through system health checks, exception reports, and quality management systems
• Investigate and attempt to diagnose issues preventing order processing, and escalate to level 2 support with adequate documentation as needed

Other Job Responsibilities:

• Assist with customer testing & feedback of Brand Portal site implementations
• Leverage personal experience and customer feedback to contribute to design and user experience efforts
• Assist with organization and presentation of system documentation and support knowledgebase
• Engage effectively in team meetings, sharing ideas that might benefit both customers and internal operations

Requirements:

• Proficient computer knowledge required
• Must possess and exhibit good verbal and written communication skills and ability to explain technical concepts to non-technical users
• Demonstrated empathy for customers and ability to manage conflict to achieve win-win situations
• Previous customer support experience a plus