Technical Support Analyst - iTrade

ABOUT ITRADENETWORK

At iTradeNetwork, we work as a team to feed the world! ItradeNetwork was founded in 1990 and is the leading global provider of supply chain software and insights for the foodservice industry. The company builds bridges between suppliers and buyers of perishable food. Our collaborative approach is at the heart of the world’s leading food and beverage trading network. Our mission is to deliver supply chain software solutions to the food service & retail grocery industries in order to increase profitability, improve compliance, and strengthen trading partner relationships.

iTradeNetwork boasts 13/25 top North American grocers, 8/10 top North American foodservice distributors, and 8/10 top global food/beverage manufacturers. OMS (Order Management System) is the industry standard for fully integrated, end-to-end perishables order management. A market-leading solution for two decades, OMS boasts a network of thousands of perishables buyers, suppliers, and transportation providers using its collaborative platform to drive profitability and eradicate cost and waste from their supply chain operations.

In 2010, iTradeNetwork was acquired by Roper Technologies (NYS: ROP) and became part of Roper's Portfolio which includes over 20 companies. Roper Technologies was founded in 1981 and is a market-driven, diversified growth company and is a constituent of the S&P 500 and Fortune 1000

JOB SUMMARY

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.

In this role, you will spend your time working with customers and colleagues to assess and manage complex tier 2 case escalations. These cases are 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.

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

Qualifications

• 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 managing fluctuating priorities
• Ability to work in a remote setting and remain focused/productive

Education and Experience

• Bachelor’s Degree
• 1 year experience in a  technical support role; preferably in a call center environment.
• Experience utilizing a ticketing system (Salesforce / Jira preferred)
• Experience with SQL preferred
• Experience with AS2 and FTP communications preferred
• Experience with EDI, XML and Flat File data preferred
• Experience with Google Suite.
• Experience with Sterling Integrator preferred

Why you will love working here:

• Competitive salary packages
• Comprehensive medical, dental, vision and life insurance benefits for you and your family.
• Flex PTO for exempt employees and competitive PTO for non-exempt
• Paid parental leave for eligible employees
• 401(k) matching
• Tuition reimbursement on approved programs
• Great health & well-being benefits including: teladoc for general medic and mental health care.
• These benefits are only applicable to full time employees

iTradeNetwork, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Customer Support