Product Support Analyst

About OrderfulOrderful is an API for EDI platform connecting the world's supply chain. Any company that buys or sells products trades electronic data interchange (EDI) data in an effort to streamline communication. These companies exchange transactions like purchase orders, invoices, shipment notices and more. Orderful is turning a legacy industry on its head, making EDI data trading effortless. Our API leverages modern technology that dramatically improves infrastructure for our customers. Enterprises connect once to our API and trade EDI transactions with their supply chain partners leveraging Orderful’s growing network of thousands of companies.Company ValuesCommitment to CustomersLearn, Iterate, GrowBuild a Great CommunityWhy work with Orderful?Unlimited PTOCompetitive CompensationLifestyle Work From Home BenefitHealth Insurance (Life, Medical, Dental, Vision, EAP)Progressive Work EnvironmentOpportunity to make significant impact on the growth of a companyA week off for everyone in December during the winter holiday periodRemote WorkFlexibilityStock OptionsWeekly YogaAbout the RoleAs 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 DoReview, 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 elevate urgent issues.Become an Orderful product subject matter expert.Identify opportunities to learn, automate, document, share, educate, and improve processes where appropriate.About YouCurious – 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.QualificationsExperience 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.Experience with AS2S.Experience with FTP/FTP.Experience with VAN.Experience with HTTP.Pay Range73,000.00 - 92,000.00 USD per year (Remote - United States)73,000.00 - 85,000.00 CAD per year (Remote - Canada)Diversity and InclusionAt 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 #J-18808-Ljbffr