About BlackLocus

BlackLocus is building cloud-based analytic tools to optimize and automate pricing, assortment and product info. By applying machine learning and revenue management techniques, the BlackLocus platform enables intelligent retail software to identify opportunities for competitive advantage.

The company was a venture-funded startup, founded by Carnegie Mellon alumni and entrepreneurs with a passion for creative deployment of new technology. Acquired by The Home Depot in December of 2012, we operate with autonomy as a product lab from an office located in downtown Austin, TX.

BlackLocus is seeking a Contract Support Analyst to join its team. Must be customer focused, self motivated, friendly, and enjoy solving issues in an efficient and effective manner. You will be called upon to manage a support queue, run data queries, create knowledge articles (from support tickets), or a combination of all three. Reporting to the Sr. Manager of Customer Success, this role will also help with monitoring support metrics to help identify areas for improvement in BlackLocus tools and data.

Responsibilities

• Respond to and resolve customer support requests. This will include triage of technical and data quality issues.
• Work with Customer Support/Data Quality team to escalate unresolved issues.
• File comprehensive, reproducible bug reports when appropriate.
• Communicate directly with business users to help resolve their issues.
• Document issue resolution steps to build a growing repository of knowledge that can be shared with other team members.
• Track and report on appropriate metrics for issue resolution.

Skills

• A genuine love of data.
• Excellent communication skills, both written and verbal.
• Strong knowledge of web application and desktop operating system.s
• Experience working with a technical support team (preferred).
• Excellent organizational and time-management skills.
• Experience balancing and prioritizing administrative tasks and issue resolution.
• Experience with a Knowledge Base or Enterprise Social Network as a support tool.
• You have a solid foundation with customer service and/or program management.
• You have a solid foundation in software and data structures.
• Bachelor’s or equivalent experience and self-education.
• SQL and Tableau skills are a bonus!