Customer Support Agent

Are you an outgoing, organized and service minded person, who want to be part of delivering the future of PIM Service (Product Information Management Service)? Look no further and come join our global, hardworking, and fun-loving Support team!

inRiver is a highly ambitious, global company with high growth in the software industry. At inRiver, you are guided by our values and work in an entrepreneurial atmosphere. You team up with amazingly talented people where our strong High Five culture provides a collaborative platform supporting our globally growing organization. 

We are now looking for a Customer Support Agent to join our team in Chicago.

About the role & the team

Forget the traditional categories of first, second- and third-line support. You will balance the work between complex issues and “how to”-questions. No day will be the same as you are helping customers and partners from across US through live chat, community, and support tickets, working closely with our Business Solution Architects, Developers and Cloud Engineers. As part of our Global Services team you will be representing inRiver but not only as the responsible for making sure our users are successful in utilize our Service but also to build trust throughout the customers’ journey.

The team is spread between Sweden and US and composed of driven team players who work closely together to provide timely, pragmatic, and relevant solutions. We proactively work with colleagues across the organization to find answers, acquire expertise, and challenge engineering and product areas. Teamwork is vital to what we do and who we are, and we are committed to sharing knowledge within the team and our inRiver Community to help each other improve. If we have the knowledge, we shall share it!

As an Customer Support Agent, you will

• Register, classify and respond to service requests received through various channels such as live chat, portal and mail
• Take ownership of issues, ensuring they are responded to within the SLAs
• Drive incident research, diagnose and troubleshooting for fast resolution
• Own the communication with the incident requester both during root cause analysis and after provided solution
• Utilize existing processes, knowledge manuals or other reference materials to resolve issues where possible
• Network with other departments and document processes and touchpoints with other teams that affect customers
• Help drive automation of Service Center systems and processes
• Write and contribute to knowledge documentation on our Service Center
• Information and knowledge spreading both internally and externally
• Community monitoring and contributions, ensuring customers and partners get answers to their questions

You must

• have excellent customer service skills and have previous experience in providing customer service
• have an analytical mindset and enjoy solving problems
• lead colleagues and customers to deliver timely solutions
• work in a pragmatic and solution-oriented way
• have extensive application & software support experience
• be naturally curious and willing to learn new skills in a fast-paced environment
• provide excellent communication and documentation skills
• learn quickly and remain adaptable
• speak and write in English to an excellent level

• Bachelor’s degree or equivalent work experience

We prefer if you

• have experience working in an issue tracking system like Zendesk or similar.
• have experience from similar systems like e-commerce, CMS or others
• have previously provided technical or developer support at a technology company
• have experience in SaaS support
• Knowledge about the PIM domain
• Knowledge about DAM related systems and services
• Adobe InDesign experience 

We’re looking for someone to live and embrace our core values

• We act responsibly
• We have fun while winning
• We take action
• We simplify
• We are trustworthy

- No one is as smart as all of us! 

The position is based in Chicago, US. If you feel that you are the ONE we are looking for, do not hesitate, complete your application. Apply as soon as possible as we are working continuously with the applications for this assignment.

We look forward to hearing from you!