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Product Support Analyst
Skills
Customer InteractionElectronic Data InterchangeExcel FormulasFTPProduct SupportSAP Electronic Data InterchangeService Levels
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience in EDI, including an understanding of EDI specifications and guidelines in Retail and/Or Transportation
- Experience with Rest API
- Experience with Excel formulas
- Experience working in a high-volume support environment with direct customer interaction
- Experience working with private and sensitive personal information
- Confident in decision-making and the ability to explain processes or choices as needed
- Willing to be on-call during off-hours and/or weekends
- Experience working with ticketing software such as Zendesk, Salesforce, Jira, etc. is a plus
- Experience with communication software.
- AS2
- SFTP/FTP
- VAN
- HTTP
Nice to have
- Curious
- Analytical
- Pursue Quality
- Bias Towards Action
- Excellent Communicator
- Strategic
- Continually improving
Day to day
- As an EDI Support Analyst, you will interact directly with customers via our support ticket system to help triage, troubleshoot, and answer customer questions related to leveraging the Orderful Software and Services.
- Review, triage, and respond to inbound customer questions and issues within designated service level agreements.
- Identify patterns and create/update KB articles to deflect as well as resolve as many tickets as possible at the frontlines.
- Work cross-functionally with Onboarding Architects, Product, and Engineering teams to identify, inform, and help prioritize efforts to improve support efficiency.
- Be an internal customer advocate and escalate urgent issues.
- Become an Orderful product subject matter expert.
- Identify opportunities to learn, automate, document, share, educate, and improve processes where appropriate.