Technical Support Analyst

Technical Support Analyst

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 ...