EDI Support Analyst

*Must be comfortable to work in night shift*

Team Summary

Scope of the role As a Software Support Associate, you provide accurate and timely support to our clients. Upon completing training successfully, you will provide support by addressing inbound software queries through various portals, email, telephone, and chat channels. Your responsibilities include promptly responding to clients' requests, accurately documenting issues and resolutions, and proactively identifying trends for management attention.

Position Summary -

• Upon successfully completing training, demonstrate competency in supporting internal and external software components to achieve positive outcomes.
• Handle inbound software support requests via multiple means (portal, email, telephone, and chat) TIER 1 AND 2 SUPPORT.
• Send outbound communications to clients regarding file or communication failures.
• Accurately record customers' issue(s) and actions taken (internal & external) using ticketing software.
• Achieve all departmental KPIs and individual performance goals.
• Alert management of trends based on ticket patterns and client feedback.
• Participate in on-call support rotation for after-hours coverage.
• Create internal engineering tickets if needed as part of the issue resolution process following review with more senior team members

Must Haves

• Minimum 2 years of computer/technical/call center customer service experience.
• Excellent communication (written and verbal), interpersonal and problem-solving skills.
• Strong understanding of technical troubleshooting identifying, diagnosing, and resolving software/application issues.
• Prior experience with Ticketing and CRM tools like Salesforce, Zendesk, etc.
• Experience handling emails, calls, and chats.

Nice to Haves

• Knowledge on EDI.
• AS2, API, SFTP, FTP communication protocols.
• Experienced in troubleshooting technical issues related to API usage, including connectivity, authentication, data consistency, and performance.