Arity- Customer Support Analyst

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.
Job Description
Arity was founded by The Allstate Corporation, which means we have the same innovative mindset that drives us to put the needs of our customers first. We collect and analyze enormous amounts of data in order to provide cutting-edge solutions to organizations invested in improving transportation
Arity was founded by The Allstate Corporation, which means we have the same innovative mindset that drives us to put the needs of our customers first. We collect and analyze enormous amounts of data in order to provide cutting-edge solutions to organizations invested in improving transportation
The Arity Customer Success Team
As the connection between the client and company, the Customer Success team serves as both the voice of the customer and the face of Arity. Customer Success is - you guessed it - a customer-centric team working daily to develop shared goals through practical solutions, which offer real results. Collaborating daily with sales, engineering, product, and business strategy teams, Customer Success manages diverse relationships with grace and skill. They're empowered to flex their creativity when solving problems, onboarding clients, and gathering customer feedback to ensure continued satisfaction. The Customer Success team is the advocate for our clients - the sounding board. Do you think you're up for the challenge?
The Role
The Customer Support Analyst is the first person to triage, investigate Customer inquiries/issues using technical tools/knowledge and partnering with Product and Engineers. This person should have a passion for troubleshooting, problem solving, data analytics and working with other teams to resolve Customer issues. The Support Analyst should have strong communication, analysis, data analytics and scripting skills, an interest in drilling into issues and ensure resolution and closure of the issues
Responsibilities

• Perform Case load with triage, analysis, resolution, and root case, which includes review, escalation, and coordination with Engineering, and provides assessment of impact and severity.
• Learn the Arity products, how they work and partner with peers in other teams to ask questions and learn what you are not handed to you.
• Partner with support liaisons to provide Case status updates and next steps to resolve.
• Contribute to the overall goals, culture, and environment of Arity and Arity's customer success organization.
• Perform after business hours on-call customer activities as needed, sending communication to customers and internal Arity leadership
• Identify repetitive tasks and develop automation for them.
• Perform analytical and critical thinking to articulate, visualize and solve complex problems.

Qualifications

• Bachelor's Degree in Software Engineering, Computer Science, or equivalent experience
• 1+ years of experience in Technical Support or DevOps
• Excellent Inter-personal and customer service skills
• Able to use problem-solving skills to troubleshoot technical issues, including REST API's
• Able to perform end user impact analysis, issue resolution and root cause investigation
• Able to perform data analysis techniques using tools such as SQL, Excel, Hadoop/Tableau, Athena and noSQL Cassandra queries
• Experience with automating repetitive tasks using scripting languages such as Python and JavaScript
• Able to collect, gather, visualize and analyze information in detail. Including the ability to see a problem or situation from different points of view and to articulate and solve complex Support Tickets
• Able to work in a very fast-moving collaborative learning environment

Nice to have:

• Prior B2B Customer Support experience
• Prior Telematics products and/or Phone App support experience

At Arity, great things happen when our people work together.
That's why when you join our team, we make sure it isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.
You'll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we've proven that Allstate empowers everyone to lead, drive change and give back where they work and live.
Good Hands. Greater Together.
Skills
Bug Triaging, Customer Success, Customer-Support, Customer Technical Support, Data Analytics, IT Customer Support, Problem Solving, Technical Support, Trouble Ticketing
Compensation
Compensation offered for this role is $61,000.00 - 106,210.00 annually and is based on experience and qualifications.
The candidate(s) offered this position will be required to submit to a background investigation.
Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.
You'll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we've proven that Allstate empowers everyone to lead, drive change and give back where they work and live.
Good Hands. Greater Together.
Allstate generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
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