Customer Support Specialist, eShop (Channel Operations)

Responsibilities

• Own eShop customer service inquiries across email and case channels
• Monitor, prioritize, and close customer cases within defined service-level agreements (SLAs)
• Support live chat inquiries from eShop customers to ensure timely and accurate responses
• Research, troubleshoot, and resolve order management issues including pricing, shipping, and invoicing
• Partner with cross-functional teams to resolve order and account issues
• Initiate and process customer returns (RMA) and support NDA workflows
• Contribute to the implementation of self-service processes and knowledge content
• Drive performance against customer service goals and identify continuous improvement opportunities

Requirements

• Strong attention to detail with a solutions-oriented mindset
• Excellent interpersonal, written, and verbal communication skills
• Proficiency with Microsoft 365 (Outlook, Excel, Teams)
• Experience in customer support, order management, or case management
• Comfort working in data-driven, process-based environments

Preferred Qualifications

• Experience in eCommerce or B2B environments
• Proficiency with SAP
• Experience with Model N

About the Company

Analog Devices, Inc. (ADI) is a global semiconductor leader that bridges the physical and digital worlds to enable breakthroughs at the Intelligent Edge. ADI combines analog, digital, AI, and software technologies into solutions that combat climate change, reliably connect humans and the world, and help drive advancements in automation, robotics, mobility, healthcare, energy, and data centers.