Technical Customer Support Specialist (Remote)

Wiser Solutions is a suite of in-store and eCommerce intelligence and execution tools. We’re on a mission to enable brands, retailers, and retail channel partners to gather intelligence and automate actions to optimize in-store and online pricing, marketing, and operations initiatives. Our Commerce Execution Suite is available globally.

Job Description

The Technical Support Specialist is a dual-role position that combines responsibilities of providing high-quality technical support to customers with performing quality assurance (QA) checks on the data delivered to customers. This role involves diagnosing and troubleshooting technical issues, supporting customers, and ensuring that our data deliverables meet the highest standards of quality before releasing it to the customer. The ideal candidate will possess strong technical skills, a keen eye for detail, and the ability to communicate effectively with both customers and internal teams.

Key Responsibilities:

Technical Support:

• 
  Customer Assistance:
  • Respond to customer inquiries via email or phone, providing timely and effective solutions to technical issues.
• 
  Technical Troubleshooting:
  • Diagnose and resolve technical problems by guiding customers through step-by-step solutions.
  • Escalate complex issues to higher-level support, Operations or engineering teams when necessary.
• 
  Documentation and Reporting:
  • Effectively track, prioritize, and ensure that support tickets meet SLAs and are resolved to total customer satisfaction and on time.
  • Create and update knowledge base articles to help customers and internal staff resolve common issues.

Quality Assurance:

• 
  Issue Identification and Documentation:
  • Proactively identify bugs, data quality issues, and other issues for Key/Strategic customers.
  • Document and report issues in JIRA, providing detailed information to facilitate resolution by the Ops and/or Eng teams.
• 
  Internal Team assistance:
  • Work closely with Engagement Managers to proactively follow-up on issues and support their data quality initiatives for key/strategic customers.
  • Provide back-up support for when Engagement Managers are on leave/PTO for key/strategic customers.
• 
  Continuous Improvement:
  • Participate in process improvement initiatives, highlighting high impact issues to cross-functional teams.

Qualifications

• 2+ years of professional experience, with direct customer support and advocacy experience in post-sales or professional services functions.
• Successfully managed customer engagements to completion and customer satisfaction.
• Excellent analytical, communication and problem-solving skills, combined with the ability to provide quick resolution to problems.
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention.
• Experience/knowledge of MySQL, SQL Server Management Studio, and Python a plus
• Prior experience in e-commerce/retail data analytics a plus.
• Prior experience with Salesforce Case Management a plus.

Additional Information

EEO STATEMENT

Wiser Solutions, Inc. is an Equal Opportunity Employer and prohibits Discrimination, Harassment, and Retaliation of any kind. Wiser Solutions, Inc. is committed to the principle of equal employment opportunity for all employees and applicants, providing a work environment free of discrimination, harassment, and retaliation. All employment decisions at Wiser Solutions, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, national origin, family or parental status, disability, genetics, age, sexual orientation, veteran status, or any other status protected by the state, federal, or local law. Wiser Solutions, Inc. will not tolerate discrimination, harassment, or retaliation based on any of these characteristics.

#LI-DNI