About this opportunity
Purecars lists this Product Support Analyst opportunity in kansas city, Missouri. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Product Support AnalystSince 2007, PureCars has helped thousands of dealers improve their advertising effectiveness, while lowering ad costs per unit sold and per repair order. Through our unique combination of advanced advertising solutions, digital merchandising and market analytics, we provide dealers and partners with best-in-class solutions that increase efficiency and profitability. We are a certified digital provider for 19 OEMs in the U.S. and 1 in Canada, compliant with 40+ brands and serve 65 of the top 100 dealer groups in North America.We are focused on investing in world-class talent and technology in order to help our partners dominate their markets in new and innovative ways.Product Support Analyst - What You’ll Do:Work on our product team, spending about half of your time triaging and analyzing support requests from internal teams, and providing second-level product support to the customer support teamWork cross-functionally with our product, engineering, operational and customer support teams to decide which problems we solve for our customers and how we prioritize themDevelop reports to monitor the flow of diagnostic information across the organization in order to highlight trends which could have downstream impact to our customers and teamsUse internal AI tool to understand how internal systems are supposed to behave through its access to the PureCars code repositoryDevelop/ maintain reports that are used by our internal teams to provide our customers with information about how our products are performing for themPrioritize and rank the impact of incoming customer issues to help better our escalation processes.Relay insights from the product and engineering teams back to the customer support team so that everyone is on the same page including creating knowledge-base articles to spread learning throughout the organizationCoach our customer support team on new product features and their technical details and ensure that our documentation is up to date.Your Skills and Qualifications1-3 years of experience providing customer support for a SaaS product.Strong negotiation and communication skills.Confident in balancing empathy for the customer with big-picture priorities for the business.Ability to work cross-functionally and build alignment.Technically curious individual who strives to become a product expert wherever you go.Experience working directly with product and engineering team members.Excellent written and verbal communication, ability to synthesize complex information into simple messages.Ability to prioritize and execute tasks efficiently.Extensive track record of solving complex problems, both externally for customers and internally within a businessDeep familiarity with agile frameworks.Excel or Google Sheets experience: ability to create pivot tables, V-lookups, regex and imports.Nice to Have/ Bonus Qualifications:Digital marketing and/or digital advertising experienceGoogle analytics and/or Google Tag Manager knowledgeSQL knowledgeExperience using Jira and Confluence and Google SheetsExperience using Claude or similar AI toolsPerks at PureCars:Strong base salary coupled with an uncapped commission structureCompany 401(k) matching with vesting scheduleCompany provided laptopOpen PTO policy - take the time you need to travel and relaxContinuous company product and skillset educationFun, collaborative team that you will get to partner with across the nation!PureCars is committed to building diverse teams and upholding an equal employment workplace that is free from discrimination. We hire amazing individuals regardless of their race, color, ancestry, religion, sex, gender identity, national origin, sexual orientation, age, citizenship, marital status, pregnancy, medical conditions, genetic information, disability, or Veteran status. Just be passionate, genuine, collaborative, data-driven, and entrepreneurial at heart!
Worksite address
kansas city, MO, 64101, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.