Support Analyst (Customer Support) 84 views

Job Description

We are looking for Customer Support – Level 1 to join our team!

What you will do:

• Responsibility in design and implementation software application.
• Working with team to develop company’s products.
• Mentor and train more junior developers.
• Other tasks will be assigned by the manager.

Primary Role of Position:

This individual will become an expert in DiWeb and will communicate with customers and their trading partners addressing technical, training, and business process needs, problems and concerns

Responsibilities:

• Answer support phone lines and emails
• Resolve technical issue/errors related to DiCentral web services
• Train customers to use their DiCentral web account
• Work with EDI mapping in upgrading EDI maps
• Track support inquires through the support CRM insuring the customer issue is resolved
• Follow-up on unacknowledged transactions
• Set-up and maintain EDI trading partner relationships as needed
• Any other duties as assigned by supervisor

Requirements:

SKILLS:

• Proactive, Self-Motivated
• Analytical, Critical Thinker
• Customer focused
• Good judgment and business innovation
• Open to new concepts, tools and technologies
• Open to new concepts, tools and technologies
• Focused on continuous improvement
• Ability to work effectively under pressure
• Team player, Organizational Commitment
• Strong interpersonal communication skills (written and spoken)
• Integrity, Ethical Behavior

DESIRED SKILLS AND EXPERIENCE:

• Experience in Customer Service, Technical Support or related field preferred
• Must be customer-service oriented; Actively look for ways to help people
• Active Listener be able to give full attention to what is being said, take time to understand the points being made, ask questions as appropriate and not interrupt at inappropriate times
• Strong communication skills both written and verbal; Ability to communicate thoughts and information clearly and concisely
• Must have a strong attention to detail; Careful about detail and thorough in completing work tasks
• Efficient able to handle and resolve client issues quickly and accurately
• Ability to work in a dynamic and fast-paced environment
• Working Time: 40 hours/Week, 9 PM – 6AM 2 days a week and 3 days in flexible breaking shifts.
• Willingly to work at weekends

TECHNICAL SKILLS:

• Microsoft Office Suite
• Customer Relationship Management (CRM)

Education/Training Preferred:

• College or University