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Senior EDI Customer Support Specialist

  • Location: Alpharetta, GA
  • Start Date: 8/9/2019
  • Job ID: 19-00505
  • Posting Date: 8/9/2019
  • Job Type: Contract
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Senior Customer Support Specialist (Six Month Contract) 
Location: Alpharetta, GA
The Senior Customer Support Specialist will report to the Manager of Customer Support and will provide technical assistance, analysis and training activities. He/she will investigate and resolve software and hardware issues while providing premium-level technical support to customers and partners.

Responsibilities
  • As a senior member of the support team, provides internal subject matter expertise to others.
  • Demonstrates complete and extensive knowledge and experience with all tools and processes related to supporting the client platform.
  • Works on special projects as assigned by management team.
  • Provides first level of customer issue escalation point for junior team members.
  • Answers, evaluates, and prioritizes incoming telephone, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies as it pertains to client's software.
  • Provides input and maintenance of client's Knowledge Base articles for internal or external use.
  • Engages with customers to collect information about user issues and provides direction and assistance. through diagnostic procedures to remedy issues and identify root causes.
  • Confers with cross functional staff members to analyze current operational procedures, and learn specific input and output requirements for data input, summarization and reporting.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine as well as complex customer issues.
  • Logs and tracks calls using call system database, and maintains historical records and related problem documentation.
  • Revise and test existing AS2 connections
  • Documents, tracks, and communicates analysis of unresolved issues using client Knowledge Base and Incident Tracking database.
  • Participates in on-call support rotation as deemed necessary by team managers.
  • Other duties as may be assigned

Preferred Technical Skills
  • Experience working with at least one major Operating System: (Unix, Microsoft Windows Client or Server)
  • Experience working with at least one major Relational Database: (MSSQL, MySQL, Oracle)
  • Experience working with Network Infrastructures, Networking Technologies, Firewalls, Routers, Switches, Proxy Server, TCP/IP, LAN, WAN
  • Strong understanding of principles and implementation of data Communication Protocols such as AS2, FTPS, SSL, PGP, VPN
  • Deep understanding of and experience working with Data Formats, including (XML, XSLT, EDI, X12, EDIFACT, TRADACOMS, Flat File)
  • Experience working with Data Translation software supporting data mapping and transformation processes

Additional Required Skills
  • Communicates effectively via email and phone with global customers and staff
  • Ability to read, analyze, and interpret common technical journals
  • Ability to respond to common inquiries or issues from customers
  • Ability to document nature of inquiries and problems encountered
  • Ability to effectively present information to customers and peers
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
  • Ability to multi task and manage multiple projects and priorities
  • Critical thinking, problem solving, and problem resolution skills.
  • Ability to effectively present information to customers and peers.
  • Minimum of 5 years of customer-facing technical support experience;

Education
Bachelor's degree (B. S.) from four-year college or university; or six plus years related experience and/or training; or equivalent combination of education and experience.
Posted by Andy Oliver
Technical Recruiting Manager
(800) 821-4644 x 9223

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