Software Support Consultant

About the job Software Support Consultant

About the role:

Working from home, you will be the main point of contact for support queries raised by our clients using our EDI software package. You will need to apply initiative to ensure that any challenges and or problems are efficiently solved by using company resources.

The prime responsibility for this role is taking the time to listen to our customers to fully understand their needs and help resolve their queries in an efficient professional and timely manner, escalating where necessary.

Daily tasks consist of:

• Phone, email, and online user support
• Ensure customer satisfaction through follow‑up, responsiveness, and quality communication.
• Serve as a software subject matter expert to assist clients with implementation and configuration activities.
• Document technical issues, and resolutions and share information across the team.
• Actively search for solutions to problems
• Conduct user training as required via online platforms.
• Assist with data migration and client implementation as required.

Requirements:

• Based in the Twin Cities/Minneapolis, MN suburbs.
• A minimum of 12 months in a 'Customer Facing' role, in a helpdesk or an application support environment.
• Can understand and can provide professional, friendly, and polite customer service through a number of channels.
• Interacting with a globally diverse group of customers and colleagues.
• Proven 'Time Management skills and ability to prioritize workload.
• Proven problem-solving and critical-thinking skills.
• Strong ability to learn things quickly, especially new software and technologies.
• EDI knowledge is preferred, but not a requirement.
• Authorized to work in the United States.

It would be an advantage to have:

• Knowledge of vendor/trading partner order processing.
• Knowledge of Accounting Systems.
• Knowledge of Warehouse Management Systems (WMS).