Tech Support Analyst at CommerceIQ
Bangalore, IN

CommerceIQ is a well-funded, Series B growth start-up that helps consumer brands grow their business on e-commerce channels (like Amazon, Walmart) using advanced algorithms and machine learning technology. We help consumer brands win shoppers at the moment of purchase by algorithmically managing supply chain, demand forecasting, promotions and advertising spend, fraud listing detection, content optimization and other aspects that help shoppers make online purchase decisions. 

In 2019, we doubled the size of our customer base and achieved 300% growth in our revenue. Our customers include named brands like Bayer Healthcare, J&J, Nestle, Hamilton Beach, Hill’s Pet Nutrition, Kellogg, Kimberly Clark, Mars, Inc. and many others.

In 2020, CoVid 19 has affected every business, few positively and many negatively. However, E-commerce adoption has gone through the roof and we have seen e-commerce spend grow from 15% to 25% of retail spend in just 8 weeks! (Compare this to a decade that it took to grow e-commerce adoption from 5 to 15%). This puts us in a unique situation and provides a huge opportunity for us to help brands grow significantly on e-commerce channels.

Our focus in 2020 is to invest in our software and analytics capability to enhance our solution and fuel customer growth and establish ourselves as a market leader  in this rapidly growing market! Are you ready to get on this rocket ship? Hear from our customers: https://commerceiq.ai/customers/

What is the role? 

As a Support Analyst you will answer questions from Fortune 500 consumer brands and help uncover product opportunities that help brands win.

  1.  Understand and follow established CommerceIQ Support processes (for example, Review and resolve customer questions, follow escalation processes as needed etc).
  2. Diagnose, analyze and work on client issues/requests logged via various interfaces such as Customer Success, Client, Product Feedback etc.
  3. Manage good volume of request tasks, triage and maintain priorities.
  4. Develop a comprehensive understanding of the product and how different teams influence the resolution of client requests.
  5. Regular communication on incoming client issues and subsequent prioritization of the same.
  6. Ability to quickly establish good working relationships, display integrity in interactions and participate as an active support for customer success team.
  7. Strong communications skills to interact with internal & external stakeholders.
  8. Use the results of metrics and offer assistance to the teams in performing retrospective analysis of the various client issues. Contribute to internal process, product,and improvement efforts.

Desired Experience

  1. 4+ years of experience in Technical support/Test analyst/QA or in a customer-facing role.
  2. Proficient problem solver and troubleshooter.
  3. Knowledge of databases like MSSQL and MySQL.
  4. Basic understanding of software testing concepts.
  5. Bachelor of Science in Computer Science/Engineering or relevant experience. Experience in technical support /enterprise SaaS products is a huge plus. 
  6. Good communication skills and ability to effectively engage with members across geolocations. Fluency in both spoken and written English.
  7. Demonstrated track record of excellent customer service skills and professionalism to effectively manage communication with internal and external stakeholders.
  8. Enthusiasm for learning and working in a collaborative environment.
  9. Proven ability to meet deadlines and flexibility to adapt to change in a rapidly expanding and fast paced company.
  10. Leverages feedback from the clients and customer success team to identify and drive improvements in the support framework.
  11. Strong experience interacting and collaborating cross functionally with Engineering, Product Management, and customer success.
  12. Demonstrated desire to understand customer trends, and document and report those trends to continue to improve our support process.

Core Competencies

    • Customer obsession: As a Support Analyst at CommerceIQ, you have to be obsessed about customer’s success. All product decisions have to be driven from a user first mindset. 
    • Communication Skills: You have to be excellent with written and oral communication. You should be able to produce high quality documents and be able to present to engineers, leadership, customers and prospects. 
    • Bias for action: You should be willing to roll up your sleeves, go into the details and problem solve technical, process and business situations. 
  • High Ownership: In a fast growing startup, we want people who own responsibilities and deliver results without much supervision. They ask for help whenever needed. They make themselves heard and make logical data backed proposals. 
  • Attention to Details: A successful person in this role would have an extreme eye for detail, especially when it comes to technical implementations and the nuances of customer’s business.