Sr. Technical Reporting Analyst

Description

SPS Commerce is growing! We are looking to add a Senior Technical Reporting Analyst who has a Get After It and R esults Matter mindset on our Analytics Support team. As a Senior Technical Reporting Analyst, you will be responsible for meeting Key Performance Indicators (KPIs) by driving first contact resolution and improving overall team efficiencies to reduce time to quality customer resolution. This role is a trusted resource that acts to meet the needs of key internal and external customers through root cause analysis and resolution, and guides others to do the same. You will use your eye for detail and organization and communication skills to provide top-notch customer service primarily via email and chat. If you’re looking to join a growing team, where you get to flex your problem-solving muscles while working with well-known suppliers and using cool tech, then this is the role for you.

Does this sound like you?

• Tech savvy . You can use technology effectively and productively; continually updating skills and knowledge; addressing problems as they arise or seeking help as appropriate.
• You are customer focused. You are skilled at listening to your customers and suggesting solutions based on their business needs
• Fast paced , dynamic work environments are where you thrive. You can work with minimal supervision, while taking initiative and setting priorities.
• Teamwork and collaboration. You excel at developing and fostering relationships with internal and external customers - from the teams you work with internally at SPS all the way up to C level executives of supplier companies
• You pride yourself on your communication skills and ability collaborate with others

Why SPS?

We solve retail supply chain problems by cutting through inefficiency with innovation and automation. At SPS we empower retailers, suppliers, distributors, grocers and logistics partners to work better together with our people, our process and our tech products. We have the world’s largest retail network, and we don’t just lead the industry, we are the industry.

At SPS, we believe every employee makes a difference. We ensure employees have the tools, resources, and training to explore new ideas and execute them. Our success comes from playing as a team and always playing to win.

Careers don’t just grow here, they’re made here.

Day to Day

The Analytics Support team is responsible for assisting all customers utilizing SPS Commerce Analytics and helps customers set up their solution, identify problems, communicate with customer’s trading partners, and resolve issues. As a Customer Support Analyst, you will work behind the scenes, tracking and monitoring data flow, running queries, troubleshooting issues, and serve as a point of escalation for more complex customer questions or issues. You will partner with internal teams to resolve customer issues.

• Facilitate real-time training while navigating troubleshooting processes
• Answer, evaluate and prioritize requests based on customer impact, customer type, and impact to business
• Leverage knowledge of SPS products and tools to provide teammates with the necessary information to drive customer success
• Act as a mentor to team members, fostering an open and collaborative team environment
• Engage with customers as needed on technical issues
• Expedite problem diagnosis, root cause analysis and resolution
• Actively seek knowledge on new tools and processes and advocate team adoption
• Utilize advanced system access to improve team efficiencies
• Work cross-departmentally to build and nurture relationships

Education And Experience

• Strong project leadership, analytical and quality improvement skills
• Demonstrated ability to work with minimal supervision while taking initiative and setting priorities in a demanding, fast-paced environment
• Ability to manage multiple workflows and potentially shifting priorities
• Demonstrated strong verbal and written communication skills, including the ability to influence others and professionally represent the company to customers and other external parties
• Ability to work cross departmentally to drive change
• Bachelor’s degree or equivalent combination of education and experience
• 3 – 5 or more years of experience as a high performing contributor in a Support Analyst role, or equivalent
• Strong analytical, problem solving and troubleshooting skills
• Proven organizational skills and ability to manage multiple projects concurrently

EOE including disability / veteran

SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability, and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.