Job Description

Wiser is looking for somebody to add to our rockstar Support team. Our ideal candidate will be well-rounded, with analytical and technical skills, as well as a great work ethic and overall fun attitude. We want to ensure that our customers are getting value from our product, so need a strong individual who will serve as a product specialist and level 1 support lead to address issues and enhance the customer experience. A problem-solver who actively seeks out new ways to learn will thrive in this role.

Responsibilities

• Intake customer / help desk inquiries via phone or email, first and last line of communication with the customer to solve issues or administrative requests.
• Troubleshoot issues on Wiser’s various online applications, reports, data feeds, and internal operational tools.
• Help to develop, document, and implement support processes and metrics for the team on Confluence.
• Develop processes and techniques to help gather, track and triage issues; assess their validity and route to the appropriate team.
• Accurately replicate, identify, and document issues on Salesforce and JIRA, to the appropriate internal teams.
• Engage with Product Management on product roadmap discussions to improve application functionality based on user experience and issues.
• Help to document best practices in developing and using the Wiser application and all related management tools, both customer-facing and for internal employee use.
• Effectively track, prioritize, and ensure that support tickets meet SLAs and are resolved to total customer satisfaction and on time.
• Product expert in Wiser’s 360PI, MAP and Where To Buy products.
• Maintain regular and reliable work attendance.

Qualifications

• 2+ years of professional experience, with direct customer support and advocacy experience in post-sales or professional services functions.
• Successfully managed customer engagements to completion and customer satisfaction.
• Excellent analytical, communication and problem-solving skills, combined with the ability to provide quick resolution to problems.
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention.
• Experience/knowledge of MySQL and Python a plus.
• Prior experience in e-commerce/retail data analytics a plus.
• Prior experience with Salesforce Case Management a plus.

Additional Information

Other Duties - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO STATEMENT - Wiser Solutions, Inc. is an Equal Opportunity Employer and prohibits Discrimination, Harassment, and Retaliation of any kind. Wiser Solutions, Inc. is committed to the principle of equal employment opportunity for all employees and applicants, providing a work environment free of discrimination, harassment, and retaliation. All employment decisions at Wiser Solutions, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, national origin, family or parental status, disability, genetics, age, sexual orientation, veteran status, or any other status protected by the state, federal, or local law. Wiser Solutions, Inc. will not tolerate discrimination, harassment, or retaliation based on any of these characteristics.

Base pay is one part of our total compensation package. Pay is established on an individual basis after considering multiple factors such as relevant experience, education, and other qualifications. In addition, we take into account geographical differentials and make sure pay is equitable with our current staff. For this position, our hiring range for base annual pay is estimated to be $50,000 - $72,000 at the time of this posting.

Performance-based discretionary bonuses and variable pay plans are available for some positions. Our benefits package is exceptional and makes up an important part of our total rewards for our employees.

A summary of benefits for U.S.- based full-time regular employees can be found on the link below and is available in more detail from our talent acquisition team.

2023 Benefits Overview

If you require accommodation to complete any part of the application process or need an alternative manner to apply, please contact us at USTalentAcquisition@wiser.com or call(855) 469-4737.