Product Support Analyst

About the role As an EDI Support Analyst, you will interact directly with customers via our support ticket system to help triage, troubleshoot, and answer customer questions related to leveraging the Orderful Software and Services. This position requires working hours of 4:00 a.m. – 1:00 p.m. Eastern Time. What you'll do Review, triage, and respond to inbound customer questions and issues within designated service level agreements. Identify patterns and create/update KB articles to deflect as well as resolve as many tickets as possible at the frontlines. Work cross-functionally with Onboarding Architects, Product, and Engineering teams to identify, inform, and help prioritize efforts to improve support efficiency. Be an internal customer advocate and escalate urgent issues. Become an Orderful product subject matter expert. Identify opportunities to learn, automate, document, share, educate, and improve processes where appropriate. About you Curious - you are curious and love learning about our customers and how things work. Analytical - you are a logical and thoughtful problem solver. Pursue Quality - you are constantly seeking to improve yourself and the system around you. Bias Towards Action - you can take direction and run with it on your own. You love doing. Excellent Communicator - you are able to describe technical problems in a simple way. Strategic - you can prioritize urgent vs. important requests. Continually improving - you find ways to progress in everything that you do. Qualifications Experience in EDI, including an understanding of EDI X12 and EDIFACT specifications and guidelines in Retail and/Or Transportation Experience with Rest API Experience with Excel formulas Experience working in a high-volume support environment with direct customer interaction Experience working with private and sensitive personal information Confident in decision-making and the ability to explain processes or choices as needed Willing to be on-call during off-hours and/or weekends Experience working with ticketing software such as Intercom, Salesforce, Jira, etc. is a plus Experience with communication software. AS2S FTP/FTP VAN HTTP

At Orderful, one of our core values is building a great community. We are looking for strong, diverse, and supportive team members. We welcome everyone to apply. Come join our team, where we celebrate differences, play to our strengths, and encourage growth!

The pay range for this role is:

73,000.00 - 92,000.00 USD per year (Remote - United States) 73,000.00 - 85,000.00 CAD per year (Remote - Canada)