Technical Support Specialist (Software)

Company: True Commerce
Location: Westerville
Posted on: May 8, 2024

Job Description:

Are you ready to unlock your true potential? -Join a growing and global company where you can be part of a team that fuels supply chain solutions. Discover how you can make a big impact.



The Support Team at TrueCommerce offers support to customers using various software platforms including ERP and financial systems that integrate with our offerings and technologies. The Technical Support staff offers frontline support to those customers to resolve what may be complex, business-impacting problems. The role of the Technical Support position is to ensure that all issues are resolved in a timely and accurate manner while leveraging internal tools and co-supporting resources. Above all, this role is responsible for delighting our customers and offering world-class support over the phone and via email on behalf of TrueCommerce.



As a Technical Support Specialist you will:

• Troubleshoot & Resolve Complex Customer Issues via phone and email (majority via phone)
  
• Respond in a highly professional manner to incoming calls, tickets, or chat requests for technical support in a timely fashion.
  
• Communicates task/ticket status and issues to client and coworkers; provide updates via NetSuite ERP system.
  
• Support and work with various internal departments to ensure a positive customer experience and successful outcome. -
  
• Obtains feedback on an ongoing basis while developing solutions for clients to ensure that TrueCommerce meets, and exceeds, the client's needs and expectations.
  
• Research and coordinate resolution for integration or mapping issues with the respective internal teams.
  
• Participation in a rotating shift amongst your team - support is provided from 8:00 am to 8:00 pm daily. - You will be required to work 1 late shift per week.
  
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  Technical Support Specialist Requirements for Success:
  
  
  • Technical knowledge / Tech Savy
    
  • Proficient using Microsoft Office (Word, Excel, PowerPoint, Outlook)
    
  • Experience with EDI is not required but preferred.
    
  • Experience with phone support, call-center support, helpdesk background.
    
  • Experience with CRM tools for customer ticketing and issue management. (NetSuite preferred but not required)
    
    
    
    Must be:
    
    
    • Dependable
      
    • Excellent Productivity
      
    • Problem Solving/Analysis skills
      
    • Sense of Urgency
      
    • Sense of ownership
      
    • Customer-centric
      
    • Troubleshooting
      
    • Self-starter and driven
      
    • Collaborative
      
      
      
      
      
      Who is TrueCommerce?
      
      TrueCommerce is a high-performing global supply chain network that provides fully integrated, end-to-end supply chain visibility and management. We've empowered some of the biggest brands in the world to improve their supply chain performance: Schneider Electric, Siemens, Ocean Spray, and many more. Please visit our website for additional information.

Keywords: True Commerce, Dayton , Technical Support Specialist (Software), IT / Software / Systems , Westerville, Ohio