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  2. Rhode Island
  3. Hopkinton
  4. Customer service
  5. Production Support Analyst
  • ID
    #17812796
  • Job type
    Permanent
  • Salary
    Depends on Experience
  • Source
    TrueCommerce, Inc.
  • Date
    2021-07-15
  • Deadline
    2021-09-13

Production Support Analyst

 Rhode Island, Hopkinton, 02832 Hopkinton USA
 
Permanent

Vacancy expired!

B2BGateway, a TrueCommerce company, is an International software development firm specializing in Electronic Data Interchange (EDI) and Advanced Data Connectivity (ADC). Our customers have been very pleased with the hassle-free, on-time solutions that eliminate costly mistakes that result from the manual rekeying of data. TrueCommerce B2BGateway supports all US and international EDI formats and we support virtually all accepted EDI transport protocols.TrueCommerce B2BGateway offers a comprehensive client portal that enables our customers to control and monitor the status of their EDI processes even when on the move. Our staff have expertise in a wide variety of disciplines spanning from business and supply chain management to technical knowledge & software development.Our culture and values are what set us apart! TrueCommerce provides an open and positive work environment where providing employees with a work/life balance is key. Work is not only challenging, but interesting and rewarding as well. It’s exciting for our employees to see how our products help customers grow their businesses. We encourage employees to grow and develop by providing opportunities for advancement. Employees work in a team environment where they are able to celebrate their achievements as they work towards their goals. Additionally, TrueCommerce organizes events throughout the year like global town hall meetings, team outings, holiday events, and opportunities to volunteer for charities. Come join our team!

Summary:The Production Support Analyst is part of the Production Support Team at B2BGateway. This position will have a role in the maintenance of existing relationships, the ability to deal with day-to-day client issues while maintaining effective communication in order to provide the client with superior service. The position will need to have the ability to think critically and analytically, work under pressure to meet deadlines, manage multiple tasks and prioritize to meet client demands.

Job Responsibilities Include:

  • Troubleshoot & Resolve Complex Customer Issues
    • Communicates task/ticket status and issues to client and coworkers.
    • Ability to interact with all levels of management, coworkers, clients, trading partners and warehouse personnel to resolve EDI issues.
    • Special projects and longer research tasks may be assigned to this position based on the complexity.
    • Works directly with existing clients and trading partners on projects and provides production support.
    • Fields tickets and calls that come into the Production Support Team department queue.
    • Obtains feedback on an ongoing basis while developing solutions for clients to ensure that B2BGateway meets, and exceeds, the client’s needs and expectations.
    • Resolve issues while providing clear communication to the client.
    • Provide day to day operational support to the client and proactively identifies problems and make recommendations regarding solutions.
    • Assist in training new employees and clients on the software when necessary.

  • Support and Work with other internal departments
    • Provide third level support for problem resolution, including reproduction of customer and/or 3rd party vendor issues.
    • Remaining ahead of new technologies as needed to successfully support internal and external customers
    • Perform analysis of issues down to debug, ensuring that all issues are properly analyzed/vetted prior to sending to the software development team
    • Ensure customer satisfaction through efficient, effective diagnosis and resolution of customer questions and problems.
    • Research and coordinate resolution for integration or mapping issues with the respective teams.
    • Assisting accounting department with researching client accounts when determining billing disputes or termination protocol.
    • Document all client interactions and resolutions within the B2BGateway portal.
    • Participate in "on call" support coverage off-hours

Vacancy expired!

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