Technical Support Analyst Rearden Commerce

Interested in this opportunity?

• Apply Now! Will take less than 5 minutes
• Refer a friend (by e-mail) to this job opportunity

Rearden Commerce, creator of Deemâ"¢, is transforming commerce on behalf of buyers and sellers. Through a suite of interoperable smart applications, the Deem platform is designed to leverage big data, analytics and semantics technology to optimize the exchange of goods, services, and information with personalization and repeat value to drive customer loyalty. The Deem platform's smart commerce solutions seek to optimize daily business functions, including travel, procurement and expense management, and are distributed globally by more than 40 strategic partners including American Express and JPMorgan Chase â€" connecting millions of consumers and over 7,500 business customers across every market segment to more than 1.2 million merchants. Rearden Commerce is headquartered in Foster City, California. For more information about Rearden Commerce, visit http://www.reardencommerce.com/company/about.html; and to learn more about Deem, visit http://www.deem.com.

Position Summary

The Shared Support Service group works with internal and external resources to continually develop and deliver the support model for Rearden Commerce partners, merchants, customers and end users globally. This includes day-to-day operations and product support for e-commerce, spend, travel and expense management applications

This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with minimal guidance. This role is instrumental with representing the voice of the customer internally. This position will spend a large percentage of time on the phone with customers, partners and merchants. This role will work closely with sales, product management, project management, engineering, network ops and partners.

Responsibilities

• Resolve technical support and operational customer service requests using multiple applications and platforms.
• Receive incoming request for service through multiple channels.
• Provide day-to-day support to clients including response to customer inquiries related to complex web-based software applications issues or questions and ensure customer expectations are met.
• Clearly document service requests including steps to replicate problems.
• Serve as escalation point for more junior team members.
• Identify, troubleshoot and resolve complex processing, application usage, or business issues.
• Proactively identify and own issues through resolution working with business or development groups.
• Understand customer needs, business requirements, and priorities. Develop solutions and recommendations based on business needs.
• Represent the voice of the customer to other Rearden Commerce groups.
• Assist with pre & post sales support as needed.
• Support multiple web based applications.
• Additional duties as assigned.

Required Qualifications

• Bachelors/Degree or equivalent experience. Typically requires a minimum of 2 plus years experience in a technical customer support role in financial, travel or sourcing environment.
• Proficiency with troubleshooting and resolving complex technical issues related to web-based software applications.
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
• Proficiency providing technical and consultative support to external customers.
• Ability to support customers effectively by phone and email.
• Strong verbal, written, presentation and interpersonal skills are required.
• Able to work flexible hours and over time as needed to ensure customer success.

Desired skills/certification: ITIL, Java script, e-commerce support experience, help desk automation, ZenDesk and SalesForce.com.

Location:	United States