Arity - Customer Support Analyst
Founded by The Allstate Corporation in 2016, Arity is a fully remote data and analytics company focused on improving transportation. We collect and analyze enormous amounts of data, using predictive analytics to build solutions with a single goal in mind: to make transportation smarter, safer and more useful for everyone.
At the heart of that mission are the people that work here—the dreamers, doers and difference-makers that call this place home. As part of that team, your work will showcase both your intelligence and your creativity as you tackle real problems and put your talents towards transforming transportation.
That’s because at Arity, we believe work and life shouldn’t be at odds with one another. After all, we know that your unique qualities give you a unique perspective. We don’t just want you to see yourself here. We want you to be yourself here.
We are the Good Hands. We don’t follow the trends. We set them.
The Arity Customer Success Team
As the connection between the client and company, the Customer Success team serves as both the voice of the customer and the face of Arity. Customer Success is — you guessed it — a customer-centric team working daily to develop shared goals through practical solutions, which offer real results. Collaborating daily with sales, engineering, product, and business strategy teams, Customer Success manages diverse relationships with grace and skill. They’re empowered to flex their creativity when solving problems, onboarding clients, and gathering customer feedback to ensure continued satisfaction. The Customer Success team is the advocate for our clients – the sounding board. Do you think you’re up for the challenge?
Job Summary:
The Customer Support Analyst is the first person to triage, investigate Customer inquiries/issues using technical tools/knowledge and partnering with Product and Engineers. This person should have a passion for troubleshooting, problem solving, data analytics and working with other teams to resolve Customer issues. The Support Analyst should have strong communication, analysis, data analytics and scripting skills, an interest in drilling into issues and ensure resolution and closure of the issues
Key Responsibilities:
- Perform Case load with triage, analysis, resolution, and root case, which includes review, escalation, and coordination with Engineering, and provides assessment of impact and severity.
- Learn the Arity products, how they work and partner with peers in other teams to ask questions and learn what you are not handed to you.
- Partner with support liaisons to provide Case status updates and next steps to resolve.
- Contribute to the overall goals, culture, and environment of Arity and Arity’s customer success organization.
- Perform after business hours on-call customer activities as needed, sending communication to customers and internal Arity leadership
- Identify repetitive tasks and develop automation for them.
- Perform analytical and critical thinking to articulate, visualize and solve complex problems.
Education and Experience:
- Bachelor’s Degree in Software Engineering, Computer Science, or equivalent experience
- 1+ years of experience in Technical Support or DevOps
- Excellent Inter-personal and customer service skills
- Able to use problem-solving skills to troubleshoot technical issues, including REST API’s
- Able to perform end user impact analysis, issue resolution and root cause investigation
- Able to perform data analysis techniques using tools such as SQL, Excel, Hadoop/Tableau, Athena and noSQL Cassandra queries
- Experience with automating repetitive tasks using scripting languages such as Python and JavaScript
- Able to collect, gather, visualize and analyze information in detail. Including the ability to see a problem or situation from different points of view and to articulate and solve complex Support Tickets
- Able to work in a very fast-moving collaborative learning environment
Notes:
The preceding description is not designed to be a complete list of all duties and responsibilities. May be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job.
Compensation offered for this role is $70,500.00-$125,625.00 per year and is based on experience and qualifications.
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.
Good Hands. Greater Together. ℠
As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy. For a full description of Allstate’s benefits, visit https://www.allstate.jobs/benefits/
Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video. #LI-MK1
Allstate generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
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It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.
