Senior Technical Support Analyst: EDI
As a member of the RedTail Solutions Operations team, this person will provide first and second level technical support on RedTail's hosted EDI solution. They will respond to, and work directly with RedTail's customers and resellers to resolve internal transaction processing issues and provide technical support and assistance on RedTail's software applications. In addition to their daily support responsibilities, they will also assist in the development of RedTail's Technical Support offerings and contribute to the ongoing design and enhancement of our internal processing platform, our internal CRM system, and our client applications.
Responsibilities:
- Provide top-notch, front-line customer support on RedTail's internal platform and software applications, responding to contact from RedTail customers and resellers via phone and email, while maintaining RedTail's high customer service levels.
- Extensive troubleshooting and problem-solving.
- Work closely with the implementation teams to assist in bringing new customers on-line
- Work closely with the development team to support and enhance RedTail's software and systems architecture
- Assist in the ongoing development of RedTail's Customer Support offerings (processes, procedures, systems, etc.)
- Assist in the ongoing augmentation of RedTail's automation platforms and systems in an effort to reduce processing times and improve overall efficiency
Qualifications:
- 3+ years experience in a senior application/software support role
- Bachelor's degree in Computer Science or related field preferred
Required Skills:
- Excellent communication skills (verbal and written)
- Strong customer-facing skills and demonstrated customer focus a must
- Proven experience providing direct customer support including problem analysis, issue tracking, escalation and resolution
- Superior troubleshooting and problem-solving abilities
- Ability to work in a fast-paced environment with little direct supervision
- Proven knowledge of EDI and XML standards and associated communication protocols
- Thorough knowledge of Microsoft operating systems
- Knowledge of various network and internet technologies and communication protocols: TCP/IP, FTP, HTTP, etc.
Bonus Attributes:
- Exposure to a major Mid-Market ERP application (Sage MAS 90/200, Microsoft Dynamics GP, etc.)
- Microsoft SQL Server
- Application development skills: XML, .NET, VB, VBScript, Javascript, etc.
- Knowledge of Microsoft BizTalk Server
- EDI mapping and/or application integration experience, using a standard translation application (such as Sterling's Gentran)
- Knowledge of the processes, practices and terminology of one of the following vertical areas: Retail, Manufacturing, Logistics, etc.
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