Would you like to build a clear leader in the E-Commerce, Business to
Business market? Edifecs' products are the emerging technology in a
multi-billion dollar industry. We are currently hiring for:
Product Support Engineer:
Provide technical support information to Edifecs customers for technical
issues and problems, through incoming telephone and electronic support
incidents. Ensure high level of customer satisfaction with Edifecs suite of
Pre & Post Production EDI tools, Account maintenance & setup for companies
using Edifecs e-commerce web portal for hosting & validating guidelines for
distribution with their Trading partner on http://www.CommerceDesk.com
<http://www.CommerceDesk.com> .
Responsibilities: Provide accurate technical solutions for customer issues
through telephone and electronic incident handling & ensuring a high level
of customer satisfaction. Determine appropriateness to escalate a customer
issue and use accurate channels to speed resolution. Analyze the support
issue and determine the right support avenue including solution, information
and routing. Assist customers with downloads, & service packs. Initiate call
backs for all calls by logging a case and pertinent technical details
against those customers accounts for all incoming calls & electronic
incidents in the customer support database system. Determine eligibility of
customers for technical support and identify to Sales clients who's warranty
has expired. Participate in regular team meetings actively providing input
and sharing information and ideas with the rest of the team to contribute to
the teams overall success in achieving very satisfied customers. .
Activities include researching, resolving and responding to customer
telephone and electronic support incidents in a timely manner. Assist in
projects as needed, such as writing and editing Knowledge Base articles. The
ideal candidate will also assist the Product development teams in releasing
quality products by being asked to get involved with testing and QA
processes by participating in bug bashes, performing Build Verification
Tests etc. as needed.
Qualifications Recommended: The ideal candidate will have a four year
technical degree plus one year of customer service experience (EDI
preferred) handling customer requests on the phone or in person, or an
equivalent combination of education and experience. Knowledge of computers,
the Internet, MS Windows is required. Ability to communicate effectively,
both written and spoken, with a wide variety of personalities and
situations. Excellent customer service , problem solving , and
troubleshooting skills. Proven organizational abilities; and a proven
ability to adapt to multiple tasks and changes in the work assignments.
Please don't hesitate to call or email me with any questions.
Sean Phillips
Recruiter
Edifecs Commerce
[EMAIL PROTECTED]
425-895-3036
www.edifecs.com <http://www.edifecs.com>
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