Remote Product Support Analyst Job in United States Orderful

Who you are

• 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

Desirables

• Curious
• Analytical
• Pursue Quality
• Bias Towards Action
• Excellent Communicator
• Strategic
• Continually improving

What the job involves

• 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.