Customer Care and Implementation Team Member

To provide exceptional support and customer implementation services for our Trinary suite of products and services.

 

Primary Responsibilities:Resolve customer issues, provide end-user technical support through analysis and duplication of issues, escalation and proactive case management and provide assistance & support to our EDI Managed Services Clients.Work independently and meet timely project expectations, escalate issues and communicate project statuses within our team.Document calls in our Customer Care Center Call Tracking System in a clear & concise manner so others within the organization understand the issue from inception to call through to resolution.Possess and use professional oral communication skills with the ability to articulate clearly and use good active listening skills with all customers. Have the ability to communicate and troubleshoot with both a technical and non-technical audience.Effectively diagnose, evaluate, prioritize and route issues reported. Ability to troubleshoot production software issues, solve problems and make decisions under conditions of uncertainty and time critical pressures.

 

Experience Preferred:Minimum of two major operating systems: (Unix, AIX, HPUX, Linux - Red Hat, Microsoft Windows 2000, XP, client or server) Data translation software supporting data mapping and transformation process experience. Understanding of structure & working with at least two data formats: (EDI, X12, EDIFACT, Flat Filing, XML, XSLT) Understanding of at least one major communication protocol: (Lexicom, 3780Plus, AS2, Async, Bisync, FTP Protocols) EDI integration experience with SAP, QAD, Oracle and othersEighteen months to three years or more of product support or industry equivalent experience