Would you like to help build a 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 a Product Support Engineer to join our other world class team. Edifecs is an established B2B company, planning IPO in 12-18 months. Compensation includes Stock! Product Support Engineer: Job Description: 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 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. EDI support experience required. This position is full time. Pay is open DOE, + pre-IPO Stock Options We are located in Bellevue, Washington We will relocate No Recruiters please. Sean Phillips Edifecs Commerce 425-895-3036 www.edifecs.com <http://www.edifecs.com> ======================================================================= To signoff the EDI-L list, mailto:[EMAIL PROTECTED] To subscribe, mailto:[EMAIL PROTECTED] To contact the list owner: mailto:[EMAIL PROTECTED] Archives at http://www.mail-archive.com/edi-l%40listserv.ucop.edu/
