Senior Customer Support Analyst

| Chicago

What You'll Do:

  • Provide technical support & oversight for urgent client issues
  • Manage non-urgent issues, partnering with engineering, account management, technical account management
  • Advocate for customer by pushing for swift resolutions
  • Share insights and ideas to continuously improve support processes to ensure customer satisfaction
  • Partner with Account Team to respond to prospect inquiries
  • Execute new customer installations
  • Use your deep STATS product & process knowledge to build exhibits for new customer contracts
  • Become product experts; drive support training programs for on boarding of support team
  • Partner with product team and account managers to develop and deliver data feed enhancement announcements to customers
  • Participate in rotating on-call responsibilities to ensure customer complaints are resolved quickly 24/7/365

What You'll Need:

  • Bachelor's degree or equivalent in a technical discipline
  • 5+ year of experience in a technical client services role/environment
  • Ability to read and understand XML formatted files
  • Ability to make RESTful API calls, and understand how and when to use different endpoints and parameters
  • Ability to query a database using SQL Developer preferred
  • Strong project and relationship management skills
  • Excellent oral and written communication skills
  • Ability to organize resources, establish priorities, and manage cross-functional dependencies
  • Familiarity resolving complex customer issues
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • OracleDatabases
    • RedisDatabases
    • AxureDesign
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

We're in the heart of downtown Chicago, steps from the Riverwalk, bars/restaurants & cultural attractions, complete with a CTA stop in the building!

What are STATS Perks + Benefits

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Happy Hours
Professional Development Benefits
Tuition Reimbursement

Additional Perks + Benefits

Competitive Compensation. Weekly Office Intramural Sports. Life and AD&D Insurance. 401(k) Match. Fitness Center Access and Onsite Fitness Classes. Subsidized Divvy Memberships. Company Provided Snacks.

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