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Customer Support Analyst

Experienced

STATS | Client Management | Chicago, IL

What You'll Do:

  • Provide technical support & oversight for urgent issues
  • Manage non-urgent issues, coordinating closely with engineering, account management, technical account management
  • Advocate for customer by pushing for swift resolutions
  • 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; develop and execute support training programs for support team on boarding
  • 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
Skills & Requirements

What You'll Need:

  • Bachelor's degree required
  • 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
  • 1+ year of experience in a technical client services role/environment
  • 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