Production Support Analyst Milano

Production Support Analyst
Milano
Lombardia, Milano

At Standard, we're on a journey to reimagine retail.

With our AI-powered computer vision platform, we deliver autonomous checkout for brick & mortar stores that enables retailers to quickly transform physical stores into digital experiences and shoppers to save time skipping checkout lines.

Since launching in 2017, Standard has contracts with multiple global retailers and is in the process of deploying our checkout solution across thousands of stores globally.

We're backed by some of Silicon Valley's leading investors including CRV, Initialized, EQT, Draper Associates, SoftBank, and Y Combinator.

We announced our Series C in February, 2021 and offer the most mature platform in our space.

The Production Support Analyst is an exciting new role at Standard; one that will play a critical role in helping us to scale future growth of the company.

This individual will champion the voice of the customer as they triage issues and complete service requests.

Reporting to the Production Support Manager, this person will create, triage and respond to incidents and service requests.

In this role, you will collaborate closely with colleagues across the company to understand issues and the needs of our customers and clients, including international considerations.

You will also be a key advocate for the customer, providing customer service and operations thought leadership as the conduit between user issue reports and the technology teams.

Above all else, we're looking for someone who is not afraid to roll up her/his sleeves and is passionate about changing the world for the better!

This is a **full-time** role and can be performed remotely from anywhere within the US or Europe.

However, the shift is from **11:00 PM EST- 8:00 AM EST**.

**What you'll do here**:

- Ensure that the voice of the customer is always represented in every customer interaction.

- Document key details for each incident including but not limited to the type of incident, impacted store and resolution

- Respond to tickets in a timely manner, meeting all SLAs

- Prioritize incidents, triaging most critical items first

- Investigate incidents reported via partners, shoppers, employees and automation

- Review camera footage to identify potential sources of shopper troubles

- Resolve common incidents via user training, research and approved work arounds

- Identify opportunities for process improvement and contribute to departmental initiatives

- Work collaboratively with client team on change requests, adhering to established deadlines and priorities

- Escalate incidents that cannot be solved

- Create user documentation for common issues

- Participate in an on-call rotation as necessary

**Who you are**:

- Problem solver; can effectively troubleshoot, identify and resolve issues quickly

- Strong aptitude to ensure effective execution on support and time-sensitive deliverables

- Technically savvy and able to troubleshoot computer software issues

- High level of energy and personal drive; acts with a sense of urgency and empathy

- Strong quantitative ability, and excellent written and oral communication skills

- Comfort in a face-paced, start-up environment

- Ability to multi-task, effectively prioritize work, and adapt during pressured situations

**Why you might want to work with us**:

- We take care of you and your family with health, vision, and dental insurance.

- You will have the option to contribute to a 401k.

- You're excited to work on a product that will impact almost any consumer, almost anywhere.

- Standard is a remote-first company.

We trust you to get your job done in the location that works best for you.

- We dress casually.

Some of us wear slippers in the office.

In current work-from-home standings, we're super comfy.

- We believe in a culture of learning, and want to keep building our skills, experiences, and capabilities.

- We offer flexible work schedules.

We trust our team to know how they will do their best work.

- We're family-friendly.

We want our teammates to focus on what they need to do when they need to do it.

- We offer very competitive compensation, including equity in Standard, to every one of our employees.

- Standard provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression.

We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

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