Work from Office
Full Time
Upon successfully completing training, demonstrate competency in supporting internal and external software components to achieve positive outcomes.
Handle inbound software support requests via multiple means (portal, email, telephone, and chat) TIER 1 AND 2 SUPPORT.
Send outbound communications to clients regarding file or communication failures.
Accurately record customers' issue(s) and actions taken (internal & external) using ticketing software.
Achieve all departmental KPIs and individual performance goals.
Alert management of trends based on ticket patterns and client feedback.
Participate in on-call support rotation for after-hours coverage.
Create internal engineering tickets if needed as part of the issue resolution process following review with more senior team members.
Minimum 2 years of computer/technical/call center customer service experience.
Excellent communication (written and verbal), interpersonal and problem-solving skills
Prior experience with Ticketing and CRM software like Salesforce, Zendesk, etc.
Experience handling emails, calls, and chats
Experienced in troubleshooting technical issues related to API usage, including connectivity, authentication, data consistency, and performance
Proficient in EDI (Electronic Data Interchange) processes and standards (e.g., EDIFACT, X12, XML) and should be able to monitor EDI transactions to ensure successful exchanges, resolving errors
Experience in setting up and configuring AS2 communication protocols for secure data transmission
Mediamint
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