Customer Support Advisor at Datassential

Who we are:

Datassential connects the dots between consumers and the food service industry – deploying data insights to predict what’s going to be next on your plate and in your glass and empowering food manufacturers, distributors, and restaurant operators to make simply smarter decisions to survive and grow.

We are a remote workplace with the occasional opportunity for in-person team-building events in our new Fulton Market Chicago office. Our team celebrates diverse backgrounds and new perspectives while cultivating expertise in all things food and beverage – if you don’t consider yourself a foodie just yet, wait until you start working on projects about regional pizza, latte trends, creative ice cream flavors, and more!

What you will do:

You will be part of our Services and Support team, also known as the “product and data experts” team for our clients. This role manages a client support queue via email, Salesforce, and Intercom (live chat) to inform and teach clients how to get answers out of our software products, along with data research and troubleshooting. This team is also responsible for providing answers to client business questions by crafting short but beautiful data-driven PowerPoint presentations that deliver insights and provide actionable business recommendations on everything food and beverage. This is a customer-facing role as the first line of communication with our users and requires clear communication and a fun but professional tone.

You will start by mastering Datassential’s syndicated products and use that knowledge to support our clients' business needs with a level of world-class service.

What you will do:

• Provide excellent customer service and lead with a customer-centric mindset.

• Research support requests to determine validity, troubleshooting, and/or needed product changes.
• Use our syndicated solutions to generate clear, compelling, and impactful insight-driven stories that solve specific customer pain points.
• On occasion, train users one-on-one on utilizing our products and data to address their business needs.
• Be the voice of the customer and collaborate with internal teams to provide feedback for improving our solutions.
• Participate in ongoing product updates and maintenance, including database updates and quality control.
• Own user permissions for our syndicated products, ensuring everyone has access to what they need when they need it.

Requirements

• BA/BS in Marketing, Business, Psychology, Economics, or similar field
• 1-3 years of customer support for a data/technology company, market research, or data insights experience, or related experience in a support or analytical role.
• Excellent communication and consultative skills in both writing and verbal to convey information clearly and effectively to a wide variety of client audiences
• Strong analytical skills and the ability to turn data into stories
• Outstanding organizational skills and the ability to manage multiple tasks

simultaneously

• Familiarity with G-Suite and intermediate knowledge of PowerPoint and Excel
• Experience in food service a plus
• Experience with Salesforce Cases or Intercom a plus

Benefits

• Competitive salary and annual bonus plan
• Affordable Medical, Dental and Vision Insurance, including a free employee-only plan
• 401K with dollar-for-dollar company match up to 5%
• Unlimited PTO, recharge weekends and Christmas through New Year break
• Remote Stipend
• Wellness Reimbursement or HQ Gym access depending on location