Technical Support Associate

1010data in New York City, NY

  • Type: Full Time
position filled
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 member of the Customer Experience team, you will support and interact with customers via email, chat, and phone. We would love for our next team member to be curious, a continuous learner, someone adept at collecting information independently and contributing to the team's knowledge resources.

You will help incorporate new information into documentation for other team members and contribute articles for our customer-facing knowledge base. As an advocate for customers, you will help identify trends in customer satisfaction, product feedback, and commonly-asked questions, and work cross functionally with our Support Specialists, Support Team Leads, Vendor Engagement Managers and Platform Analysts to improve customer experience with our platform.

We will train you to have comprehensive knowledge of 1010data's technology and issue routing, and to rely on standard procedures and guidelines to help you be successful and grow in your career at 1010data.

What you will take on:

Support clients on the use of 1010data's system and Consumer Insights Platform, maintaining a high level of client satisfaction

Actively engage in knowledge sharing and collaboration, by creating/improving knowledge base articles and participating in both our internal and customer community forums

Become an expert on customers' businesses and our retail clients' data

Act as advisor to product development teams on reporting tools and features

Act as a liaison between the client and the development teams in order to relay new feature requests, feedback, etc.

Escalate to management and appropriate groups when recognizing at-risk accounts and critical issues

What you will bring:

2-4 years' experience in a technical support role

Experience in a client-facing support role, utilizing multiple support channels, is highly preferred. CPG or Retailer business analyst industry experience a plus

Ability to communicate instructions/information in a professional, effective, and concise manner.

Comfortable providing support via phone or webinar

Ability to ask appropriate probing questions to determine cause of issues, to quickly gain a rapport with customers and empathize with their needs

STEM Bachelor's degree or significant experience in business analysis or statistics

Experience using BI tools, Microsoft Excel/VBA to an intermediate degree, or retailer's supplier portals (MicroStrategy, Cognos, Palantir, etc)

Ability to handle confidential and sensitive information and records with a high degree of discretion, diligence, and good judgment

Passion for solving real business problems with Big Data

Knowledge-Centered Service (KCS) and Online Community experience a plus

About 1010data:

1010data travels at the speed of thought to make Big Data discovery easy; we power sub-second responses to analyses run on billions of rows of data. 1010data is defining the way the world interacts with data.

An essential tool to more than 700 of the world's top retail, manufacturing, telecom, government and financial services enterprises including Shell, Nespresso, Dollar General, P&G, and RiteAid; the 1010data platform is a highly differentiated product that is becoming the industry standard for Big Data Discovery and Data Sharing.

With more than 30 trillion rows of data in our private cloud, 1010data is designed to scale to the largest volumes of granular data, the most disparate and varied data sets, and the most complex advanced analytics. All while delivering lightning-quick system performance.

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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