About us:
At Cognira, we strongly believe that people are the biggest asset of our company. Our hand-picked team consists of passionate, collaborative, and forward-thinking individuals from all over the globe. We are passionate about making science easy and accessible to retailers, helping them get more value from people, data, and systems. We bring together expertise in retail, science, and scalable technologies to automate and enhance the quality of decision-making through software and consulting services.
For the last three years in a row, Cognira has been recognized as one of the fastest-growing companies in North America. We are proud to have a growing team of domain experts and data scientists, as well as a culture that fosters strong and long-lasting relationships with our clients.
Our values:
- Stand up for what’s right
- Customers are always first
- Think like an Entrepreneur. Act like a CEO.
- Learn, Unlearn, Relearn
- No brilliant jerks allowed
- All work and no play is no fun at all
Are you ready to grow with us? To find out more about Cognira, please visit our website at www.cognira.com
About this role:
The Customer Support Associate will be responsible for engaging with our customers through the help desk portal to answer and/or route all questions into the organization for timely resolution. This role will also be responsible for supporting customers during regular updates and system changes; triaging and routing issues through the appropriate Tiers of support; and regularly contributing to internal and client knowledge bases.
The position will require learning about Cognira’s offerings from a functional perspective and using that knowledge to answer day-by-day usage questions and coordinating with our team of technical experts.
What you will do:
- Provide first-line response to customer questions during working hours
- Respond with efficiency and tact; speed and courtesy to start, expertise comes over time
- Become an expert in our software offerings and workflows
- Participate in support rotations for client issues during business hours
- For rare high-severity issues, some communication may be required outside of core business hours; this will be as needed and not a regular off-hours rotation
- Coordinate work efforts across internal teams; effectively communicating with the client and escalating as needed to manage each request to completion
- Support clients during scheduled and ad hoc releases of new functionality and system maintenance
- Assist with maintaining client-specific resources; assist with maintaining department confluence and training materials
What you bring to the table:
- Excellent communication skills, both written and verbal
- Empathetic approach to customer support
- Excellent follow-up and meticulous organizational skills
- Intrinsically motivated beyond delegated work
- Thrive in a collaborative, feedback-driven environment
- Ability to problem solve and develop creative solutions
- Comfortable with technology-centered, fast-paced environments
Even better if you have:
- 2 years of customer service or case support experience
- Retail experience
- Understanding of agile methodology and Atlassian tool suite
- High level of proficiency with Jira tools
- Experience managing multiple clients with minimal supervision
What we offer:
- In addition to joining us on our journey to build state-of-the-art, AI-enabled software, you’ll also get a ton of perks!
- Casual dress code, social events, and after-work activities.
- Flexible, diverse work environment.
- Respectful, innovative team.
- You get a competitive salary and a progressive bonus while getting a startup experience at a company with an awesome culture.
- We also provide medical insurance, and 22 days of PTO in addition to national holidays.