Technical Support Analyst

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
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