DemandTec

Current Job Openings

Customer Support Representative

Under general supervision, Customer Support acts as the liaison between DemandTec TradePoint and DemandTec’s Customers.  The Customer Support Representative will receive, prioritize, document, identify, research and resolve customer service/support requests.  The Customer Support Rep. will document customer contacts; provide problem resolution using troubleshooting and problem methodologies.  The Customer Support Rep. will also track and monitor problems to insure a timely resolution. The ideal candidate will learn our suite of products, assist in the development of documentation, and assist with some application testing.

Primary Responsibilities:

• Assists customers with issues related to supported software telephone interaction, email, and web
• Researches questions using various manuals and resources, ensuring customer satisfaction
• Use of the Customer Support look-up tool to aid in troubleshooting
• Accesses software updates, knowledge bases and frequently asked questions to aid in problem resolution
• Prioritizes issues and directs escalated matter to appropriate staff
• Documents customer contacts during service request/problem-solving process, including successful and unsuccessful decisions and actions taken through to final resolution
• Performs post-resolution follow-ups to service requests; verifies customer awareness of resolution; evaluates documented resolutions and analyzes trends for future occurrences
• Documents system status issues
• Participates with ongoing development and maintenance of departmental documents and processes; provides guidance and instructions to other staff
• Performs other duties as assigned.

Required Education:

• Associate’s degree and/or two (2) years of equivalent experience

Desired Skill Sets:

• Working knowledge of computer software and operating systems.
• Working knowledge of Internet browser, MS Internet Explorer.
• Strong customer service skills (telephone and email).
• Strong written and verbal communication skills.
• Strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills
• Demonstrated team-oriented working skills in a collaborative environment.
• Self motivated and directed
• Strong attention to detail
• Analytical and problem-solving skills
• Ability to absorb and retain information quickly
• Ability to troubleshoot software defects, identify root cause and create clear & concise defect submissions
• Ability to multi-task in a fast-paced work environment
• Good problem solving skills and solutions orientation; execution minded; customer focused; possessing a sense of humor
• Proficient use of word processing, spreadsheet, presentation and internet tools.
• Knowledge of Consumer Packaged Goods (CPG) and/or Retail industries a plus
• Call Center experience a strong plus

About DemandTec:

Named as one of the Best Places to Work in the Bay Area by San Jose Magazine, DemandTec (NASDAQ: DMAN) creates solutions that enable retailers and consumer products companies to optimize merchandising and marketing decisions. Our employees work in an exciting, dynamic environment creating leading edge software-as-a-service solutions that utilize DemandTec’s science-based software platform to model and understand consumer behavior. Demandtec offers great benefits, a fun work environment, but best of all you’d be part of a team that helps more than 140 leading retail and consumer products manufacturers, such as Advance Auto Parts, Best Buy, Circle K Stores, ConAgra Foods, Delhaize America, Dr Pepper Snapple Group, Giant-Carlisle, H-E-B Grocery Co., Hormel Foods, Monoprix, Safeway, Sara Lee and Tyson Foods, to succeed.

Please send resume to: jobs@demandtec.com