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Customer Support Analyst I
Truecommerce
- Cincinnati, Ohio, United States
- Cincinnati, Ohio, United States
About
Customer Support Analyst 1
to join our Operations team reporting to the Director, Customer Success. In this role, you will be on the front lines of delivering exceptional support to our customers, managing and resolving cases with a focus on quality, speed, and customer satisfaction.
This is a full-time opportunity with no travel required.
Remote but ideally located in the Cincinnati OH area.
What You'll Do:
Review and assess customer-initiated incoming support cases and categorize case priority
Respond to Level 1 and Level 2 online customer support cases, including:
Customer-generated cases (supplier/distributor)
Auto-generated cases (Ops Log Errors, PA Data, Missing Data)
Transactional cases measured by contractual time-to-resolution (TTR)
Meet Level 1 and Level 2 support case severity goals as defined by Manager
Participate in shared hours of operation schedule
Provide shared support for operations log and late/missing data monitoring
Requirements for Success:
0–3 years of related customer support or operations experience
Associate or Bachelor’s degree, or significant industry experience
Excellent written and oral communication skills
Excellent organizational and project management skills
Willingness to learn and grow in a fast-paced environment
Data migration, management, or manipulation experience a plus
Experience with databases, including writing queries, a plus
Business system experience and understanding of Inventory Management a plus
Remote-friendly and casual work environment
401k with 3.5% company match, vested after 2 years
20 PTO days + 1 birthday day off + 1 volunteer day + 11 company holidays
Medical, dental, vision and other life/health insurance plans
Paid parental leave
Wellness reimbursement program
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Languages
- English
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