RRemoteville
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Product Support Analyst

Skills
Customer InteractionElectronic Data InterchangeExcel FormulasFTPProduct SupportSAP Electronic Data InterchangeService Levels
Role

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.