Support Analyst

Overview

The Consumer Support Analyst is a point of contact for the outsourced call center and/or retailers for inquiries and disputes. They will investigate and respond to consumers, taking appropriate action toward resolution while minimizing the impact on customer service. Implementation of strong interpersonal skills is critical to responding to daily customer-centric activities. n addition, this role is primarily a data‑entry–focused position, requiring accuracy, consistency, and attention to detail when processing high volumes of information.

Essential Duties

• Respond to retailer inquiries via telephone or email.
• Resolve retailer concerns raised during installation, operation, maintenance, product application and/or compatibility matters.
• Answer questions from retailers regarding consumer data.
• Answer consumer calls and respond with appropriate script.
• Handle retail activity report email and respond to consumers.
• Manage consumer inquiry process.
• Submit and close out consumer inquiries.
• Other related duties as appropriate and required.

Required Qualifications

Education & Experience

• High School diploma.
• 1 or more years of customer service experience.

Knowledge, Skills, & Abilities

• Detail oriented, able to multi-task.
• Skilled with time management.
• Proficient with Microsoft Word, Excel, and PowerPoint.
• Excellent communications skills (written and verbal) to effectively communicate with audiences at all skill levels.
• Able to effectively balance multiple priorities and stay organized.
• Excellent interpersonal skills.

Preferred Qualifications

• Jira/CRM knowledge.
• Billingual.

This is a hybrid position. The candidate must be located near Orange County, California.

Benefits

At Appriss Retail, we offer a competitive and comprehensive benefits package designed to support your well-being at work and beyond. Benefits begin on your first day and include multiple medical plan options, dental and vision coverage, health savings and flexible spending accounts, paid parental leave, and supplemental coverage for life’s unexpected moments. We offer generous paid time off, a 401(k) with immediate vesting and company match, short- and long-term disability, and free access to health and wellbeing resources such as Calm and Rocket Lawyer. You’ll also have access to learning and development opportunities to help you grow your career. Our benefits support your well-being so you can perform your best in every part of life.