Technical Support Analyst

JOB SUMMARY

We are looking for a Technical Support Analyst to join our team. In this position you will focus on assisting our customers (buyers, sellers, and logistics companies) and their trading partners to solve issues through various forms of communication. You will partner with customers to ensure that they have the knowledge necessary to use our solutions as part of their daily business operations. This position has high growth and visibility in the company, and you will quickly build knowledge of iTradeNetwork and the food and beverage supply chain as you work across teams in a highly collaborative environment.

You will spend your time working with customers and colleagues to assess and manage complex tier 2 case escalations. These cases are assigned directly or escalated from our Tier 1 members and will include cases involving complex UI inquiries and integration related issues.  You will be responsible for effectively troubleshooting the cases assigned to you and following up with customers per our Service Level Agreement. Throughout this process, your goal will be to offer essential guidance to our customers while delivering outstanding customer service.

The role of Technical Support Analyst also includes an on-call weekly rotation where the individual assigned is responsible for answering calls for Emergency support during our off hours.  The weekly rotation also includes sending out notifications to our customers during any weekend maintenance when assigned and also initiating and managing Code Red meetings when Severity 1 issues occur during business hours and after business hours.

Key Responsibilities:

• Assist customers in resolving product-related inquiries, technical issues, and general concerns.
• Provide information about our products, services, and policies in a clear and friendly manner.
• Manage all tickets assigned in a timely manner and according to our Case Management and Service Level Expectations.
• Empower customers by providing clear and concise explanations of technical concepts and solutions.
• Identify and troubleshoot customer issues.
• Develop and maintain a deep understanding of our products and services.
• Provide customer support for all escalated UI and integration related issues from Tier 1 members.
• Submit any necessary enhancement requests to the appropriate Development team.
• Perform UAT testing when applicable to recreate an issue for further escalation.
• Escalate issues to the Tier 3 members when necessary.
• Maintain accurate and detailed records of customer interactions and technical issues using our ticketing and knowledge base systems.
• Contribute to the development and enhancement of customer support documentation.
• Gather and relay customer feedback to internal teams to contribute to the improvement of products and services.
• Provide insights into common customer issues to help enhance overall customer satisfaction.
• Actively seek opportunities for personal and professional development to enhance technical knowledge and customer service skills.
• Cover on-call responsibilities as needed, which includes being available for weekend or after hours maintenance to send notifications to customers and also be available to manage code red meetings.
• Maintain 90% or above Customer Satisfaction Ratings

What you’ll need:

• Strong customer service orientation with a genuine desire to assist and delight customers.
• Patience and empathy when dealing with customer concerns.
• Proven ability to handle challenging customer situations with patience and professionalism.
• Ability to collaborate with internal teams to address customer inquiries and improve overall customer satisfaction.
• Ability to adapt to changing priorities and customer needs in a fast-paced environment.
• Demonstrated growth mindset and commitment to skill improvement.
• Strong organizational, analytical, communication and problem-solving skills
• Ability to understand and work effectively with technical processes and data
• Be self-directed and able to work autonomously and manage fluctuating priorities
• Ability to work in a remote setting and remain focused/productive
• Bachelor’s Degree
• At least 1 year of experience in a technical support role; preferably in a call center environment.
• Experience utilizing a ticketing system (Salesforce / Jira preferred)
• Experience with Google Suite.

Nice-to-Have Qualifications:

• Experience with SQL preferred
• Experience with AS2 and FTP communications preferred
• Experience with EDI, XML and Flat File data preferred
• Experience with Sterling Integrator preferred

If you are a highly motivated and results-driven individual, with a passion for driving growth in a fast-paced, entrepreneurial environment,  we encourage you to apply for this exciting opportunity. We offer a competitive salary, comprehensive benefits package, and a dynamic work culture that values collaboration, innovation, and personal development.