Position Summary:

The International Product Support Specialist will play a critical role in our customer support structure by analysing and managing technical cases from Level 1 support agents and Customer Success Managers (CSMs). This position involves conducting in-depth investigations and assessments to resolve issues or effectively escalate them to the appropriate teams (R&D, Product, etc). As a key member of the support team, you will also file and track known issues and improvement requests while serving as the internal voice of the customer in the company.

Case Management and Triage:

• Receive, analyze, and investigate incoming cases from Level 1 support agents and CSMs to gain a deep understanding of the issues presented, by navigating the Retviews app and using external tools (i.e. the Retviews Admin app)
• Prepare first assessments to determine if the issues can be resolved autonomously or if escalation to specialized R&D teams (Acquisition, Processing, App) is necessary.
• Serve as a primary triage point, effectively sorting and directing cases based on their nature and urgency.
• Monitor Resolution Time based on defined OLAs.

Documentation and Reporting:

• Maintain accurate records by filing “Suspected Known Issues” for identified bugs and “Known Requests” for app change and improvement requests.
• Create and manage Jira tickets for all technical issues, regardless of whether they are escalated to Level 3, to ensure comprehensive tracking and adherence to KPI metrics.
• Document FAQs on recurring cases.

Customer Advocacy:

• Act as the “voice of the customer,” representing their needs and concerns internally to the Product and R&D teams. Prioritize cases to the L3 team, based on Customers contexts.
• Promote a customer-centric approach in all technical scenario discussions and decisions. Escalate cases when necessary to CS management.
• Gather feedback and insights from customer interactions to inform process improvements and product enhancements.

Technical Expertise:

• Develop and maintain expert knowledge of the Retviews application, enabling effective support and informed assessment of issues.
• Perform basic data configuration tasks to understand data quality issues and assess their impact on customer operations, including the scale and spread of the issues encountered.

Collaboration and Communication:

• Work closely with cross-functional teams to facilitate timely resolutions and ensure a seamless customer experience.
• Provide clear, concise, and timely updates to customers and internal stakeholders regarding case statuses and resolutions.

Profile description:

Profile:

• 1-3 years of experience in a technical support role, customer service, or a related field.
• Strong analytical and problem-solving skills with the ability to investigate and assess complex technical issues.
• Familiarity with ticketing systems, especially Jira and Salesforce, for issue tracking and case management is a real plus.
• Excellent verbal and written communication skills to effectively convey technical details and advocate for customer needs.
• Basic understanding of data configuration and its implications on data quality and customer operations.
• Ability to work collaboratively in a fast-paced environment while maintaining attention to detail.
• Experience in SaaS environments or retail analytics is a plus.
• Strong organizational skills to manage multiple cases and priorities effectively.
• Passion for technology and keen interest in learning and becoming a subject matter expert in the Retviews app.