Customer Support Analyst

About Alloy.ai

At Alloy.ai, we work with consumer goods companies that make the products we eat, wear, and use every day, as well as the ones we occasionally splurge on. We’re tackling a real and complex problem for them—managing supply and demand in the face of constantly changing customer behavior, highly complex supply chain networks, 40-year-old data standards and labor-intensive manual processes.

Alloy.ai is a fast-growing, well-funded startup with an expanding presence across the world. Our team hails from successful startups, leading tech companies and Fortune 100 enterprises. We believe deeply in fostering individual ownership, iterating to excellence, focusing on what matters, communicating openly & respectfully, and supporting one another.

We encourage people of all backgrounds to apply. Alloy.ai is committed to creating an inclusive culture, and we celebrate diversity of all kinds.

About The Role

As a Customer Support Specialist at Alloy, you will be at the forefront of ensuring our customers have a seamless and exceptional experience with our software. You will provide top-notch support, assist in troubleshooting issues, and offer guidance to help customers make the most of our product. Your commitment to customer satisfaction is pivotal to our mission of delivering unparalleled service and fostering long-term customer relationships.

This role provides end-users Tier 1 and Tier 2 support to our growing customer base. You will leverage critical thinking skills to provide solutions to troubleshoot user, data and configuration issues and take appropriate actions to resolve them. You will work closely with our technical and account management teams to resolve issues.

This role is ideal for individuals who are passionate about customer satisfaction, possess strong problem-solving skills, and thrive in a fast-paced environment. The Client Support Specialist is responsible for the ongoing customer care of all Alloy.ai Clients.

The role also involves identifying opportunities to improve the overall customer experience, championing the Voice of the Customer and working on initiatives to continuously improve our support offering.

About You

You thrive in a small team where you can make a big impact. As the first person our customers interact with when they have a question or problem, you are high energy and have a positive attitude.

You are self-starter driven by a desire to succeed and have great outcomes for our customers. You are a fast learner, ready to prove yourself in a challenging role with the expectation that you will rapidly pick up increased responsibilities.

As the foundational member of our dedicated support team, you want to take initiative, tackle new obstacles and help us figure out what scaleable support looks like for our growing customer base. You are confident in your toolkit and experience, taking initiative and ownership, but you also love to pick up new skills and knowledge and can take direction.

You are a pro at time management and the ability to prioritize. You can handle multiple customer inquiries simultaneously and are able to prioritize what needs to be done when in order to make the biggest impact.

What You Will Do

• Triage inbound tickets and assign them to appropriate groups to resolve.
• Respond to customer queries in a timely and accurate way via Alloy’s Zendesk ticketing system.
• Identify customer needs and help customers use specific features.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Document customer interactions and resolution, both written and verbally, in understandable terms. Escalate product bugs and opportunities in a timely, effective manner.
• Proactively seek opportunities to improve internal processes & the wider customer experience.
• Collaborate cross-functionally to maintain high levels of product knowledge and share actionable customer insights.
• Identify recurring issues and escalate appropriately for permanent resolution.
• Develop our internal and customer-facing documentation, such as help articles, FAQ pages & contact us forms.

What We Are Looking For

• Bachelor’s or associate’s degree in a technical or related field or equivalent SaaS work experience.
• Minimum two years of experience in a technical customer service role such as software, network databases, hardware, or desktops.
• Experience communicating technical knowledge to both technical and non-technical audiences.
• Knowledge of customer service best practices and experience supporting and resolving software issues Experience using Zendesk or other help desk software.
• Experience using dashboarding and data visualization tools (e.g. Tableau, Looker, PowerBI, Domo, etc.).
• Proficiency in MS Excel and Google Sheets; SQL a plus. 
• While not necessary, Industry experience and comfort reading Python is a plus.
• Effective time management including the ability to handle multiple customer inquiries simultaneously, organize, and prioritize.
• Effective communication skills and attention to detail. Ability to work independently and thrive in a fast-paced, dynamic work environment while also being a team player. 
• Critical and analytical thinking.

Role is a hybrid role based in Vancouver, BC or Austin, TX or Denver, CO. Hybrid is defined by our company as 3+ days/week in the office when not on vacation. Remote employees will not be considered for this role.

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