Web Customer Support Analyst I

Job Description

The Web Customer Support Analyst position is responsible for gaining a sound understanding the Mouser websites in order to provide our global branches and external customers with support and training for issues related to Mouser.com and other Mouser domains. This position will work with the Web Customer Support Manager and the Service Excellence Team to align with customer service expectations, training documentation, operating procedures and gap analysis internationally.

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• This position will provide tier one support and use the web customer feedback system to ensure reported issues/problems are resolved quickly 
• Work with Internet Business QA teams to replicate reported customer problems for speedy identification and resolution of bugs or larger issues 
• Must be able to translate technical speak into understandable terms for a customer 
• Provide feedback to management for training needs and process improvements for your area 
• Ensure customer inquiries and concerns are addressed promptly and professionally 
• Take ownership of customer issues and follow problems through to resolution by following established procedures and utilizing knowledge of the website and processes 
• Comfortable communicating with internal and external customers on the phone or via email
• Willingness to receive and be receptive to feedback provided from senior team members 
• Must possess strong analytical and troubleshooting skills
• Must be willing to work with a team and handle communication with teams across the globe 

SKILLS & CERTIFICATIONS

• Excellent verbal and written communication 
• Requires an individual with a customer service mindset 
• Flexibility and aptitude to thrive in a fast-paced environment 
• Knowledge of web technology and communication. Able to quickly learn new applications. 
• Desire to learn and gain knowledge within an ecommerce environment 
• Desire to problem solve and share knowledge 

EDUCATION

• Bachelor’s Degree in a related discipline is mandatory