Customer Support Analyst

 Join us in the interesting, growing, dynamic, and vital world of supply chain and you will interact with countless consumer and industrial product companies that are optimizing their critical supply chains with our technology. Our Overland Park, KS location is looking for a Customer Support Analyst. Nextworld is an innovator in mobile-first supply chain software serving some of the most illustrious brands on the planet. Helping companies most effectively manage and move their materials and inventory has never been more important and exciting than it is today.

In this role, you will be working within the Customer Support Center management team by assisting with operational tasks for the department. Your responsibilities will include communication with customers, scheduling of resources, allocation of resources to internal projects, policy management, process management, employee training plans, and helping maintain a skills matrix of all Customer Success Center employees.

Responsibilities:

• Resolving complex client and consultant issues with Cloud Inventory’s supported software and hardware.
• Documenting issue resolutions and creating software defect reports and enhancement requests, as appropriate.
• Coordinate with internal teams to identify and resolve customer software issues.
• Coordinate scheduling of resources within the department.
• Ensure each employee of the department has a training plan.
• Maintain a skills matrix for the department.
• Coordinate department resources for use on internal Cloud Inventory projects.

Minimum Qualifications:

• High School diploma, Bachelor's degree preferred, or a combination of education and equivalent work experience.
• Strong written and verbal communication skills.
• Strong organizational and interpersonal skills.
• Basic knowledge of computer hardware, software, operating systems, and both wired and wireless networks desired.
• Excellent time management and the ability to handle multiple tasks in a fast-paced environment.
• Willingness to work non traditional hours to go the extra mile for clients.
• High-functioning knowledge of Microsoft Word, Excel, PowerPoint, and other Office 365 applications.
• The ability to maintain confidentiality.
• Ability to interact in a professional, friendly, customer-oriented fashion with a wide variety of constituencies.

Preferred Qualifications:

• Prior experience with a ticket management system.
• Prior experience in a call center or helpdesk environment.
• Analytical and problem-solving skills.

Starting Salary Range: $50,000 – $55,000 per year

Benefits of this Role:

• Eligible for discretionary bonus program
• Participation in Nextworld's Flexible Vacation Time FVT) program
• Hybrid work schedule
• Eligible for discretionary employee equity program
• Competitive benefits plan for Medical, Dental & Vision
• 401(k) Plan with employer match
• Health Savings Account
• Life Insurance
• $50 monthly food credits for onsite market

Position located in Overland Park, KS. Nextworld's hybrid model has co-location in-office days on Tuesdays, Wednesdays, and Thursdays.

EQUAL EMPLOYMENT OPPORTUNITY: Cloud Inventory® is an equal-opportunity employer committed to inclusion and diversity in the workplace. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws, national origin, disability, veteran status, or other legally protected characteristics.

Cloud Inventory® participates in the E-Verify program. Learn more about the E-Verify program. https://www.e-verify.gov/

Cloud Inventory® is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Nextworld® makes hiring decisions based solely on qualifications, merit, and business needs at the time.