EDI Technical Support Analyst, Microsoft Market

Description:

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that’s transforming the global retail supply chain!    

Position Summary:     

We are seeking an EDI Technical Support Analyst to join our Customer Success Team. In this role, you will engage with customers through phone, email, and chat to educate and solve problems. You will provide excellent customer service by conducting root cause analysis and resolving issues, leveraging your skills and knowledge of SPS Commerce. 

Key Responsibilities: 

• Identify, research, and resolve customer issues, advocating for customer success and escalating to internal teams when necessary. 

• Assist customers with education and issue resolution across various SPS Commerce products and services, handling issues from moderate to complex. 

• Log and track customer interactions using the designated CRM, demonstrating agility by acting as a flex resource across multiple contact channels. 

• Adhere to schedules to ensure availability for customer needs and adapt to changes as required.  

Location:    

This is a remote role either based in the USA or Canada.

Required Qualifications:    

• Bachelor’s degree or equivalent combination of education and experience, with 1-3 years of customer support or technical/help desk experience. 
• Experience with EDI is a must have, experience with SQL is a nice to have. We will teach and train you on SQL, if you do not have it. 

• Strong verbal and written communication skills, with the ability to understand technical processes and data effectively. 

• Excellent customer interaction and teamwork skills, proven organizational abilities, and proficiency with the Internet and Microsoft Office suite (Word, Excel, Outlook). 

• Ability to work with minimal supervision in a fast-paced environment, manage multiple projects, and work off-peak hours, including evenings, weekends, and limited on-call shifts.  

What We Offer:

At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role.

The hourly pay range for this role is: $24.57 - $36.88 USD or $54,600 - $68,200 CAD. The actual pay offered will be determined based on the factors listed above and may fall anywhere within the range.  

SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.  

Commitment to our Employees:

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.

We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.