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Customer Support Analyst

Entry Level

STATS | Client Management | Durham, NC

Automated Insights, a division of STATS, is looking for a Customer Support Analyst in our Durham, NC location.

 What You'll Do:

  • Provide technical support & oversight for urgent and less urgent issues
  • Enhance product engagement by removing customer roadblocks
  • Identify enhancement requests, partnering with the Customer Success and Engineering teams to find solutions
  • Advocate for customer by pushing for swift resolutions
  • Partner with Account Team to respond to prospect inquiries
  • Become a product expert; develop and execute customer training
  • Partner with product team and account managers to develop and deliver product enhancement announcements to customers
  • Maintain Product Knowledge Base with articles or videos
  • Report on customer support trends and enhancement requests
Skills & Requirements

What You'll Need:

  • Bachelor's degree required
  • Ability to troubleshoot and train customers on SAAS products
  • Ability to identify API issues and basic troubleshooting
  • Ability to understand data structures in Excel and Tableau
  • 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
  • Flexible work hours to be available for customer needs

About Automated Insights

Automated Insights (Ai) helps organizations make better business decisions, faster. By empowering data-driven organizations with Ai’s proprietary natural language generation (NLG) platform, Wordsmith, businesses are able to deliver the right insight, to the right person, at the right time and in the easiest-to-understand medium—the written word. Wordsmith makes exploring, discovering, and communicating insights easier than ever before. Our Wordsmith platform turns raw data into written narratives for clients like Activision, Yahoo!, and the Associated Press.

STATS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.