About Company:

    

TrueCommerce is the most complete way to connect your business across the supply chain, integrating everything from EDI, to inventory management, to fulfillment, to digital storefronts and marketplaces, to your business system, and to whatever comes next. To stay ahead in today’s dynamic global market, companies need to be able to do business in a lot of different directions at once. TrueCommerce has helped businesses be more connected, more supported, and more prepared for what’s next. That’s why thousands of companies – ranging from start-ups to the global Fortune 100, across various industries – rely on us.

        TrueCommerce. Do business in every direction

Our culture and values are what set us apart!  TrueCommerce provides an open and positive work environment where providing employees with a work/life balance is key. Work is not only challenging, but interesting and rewarding as well.  TrueCommerce has R&D and support centers worldwide. TrueCommerce Software (Shanghai) is looking for passionate, talented software professionals to join our ever-expanding presence globally. Come join our team!

Position Summary

The Global Technical/Integration Support I role at TrueCommerce operates as front line support to our clients and internal support staff for production issues ensuring that all support conducted over the telephone, via email, and through remote control software is accurate and timely.  This position is responsible for problem analysis, resolution and escalation involving TrueCommerce products and services, as well as managing production integration support requests and initial communication with customers to resolve and/or further analyze the integration support needs between supported EDI translators and the TrueCommerce integration layer.  This role works closely with customers and internal teams, including Level II roles, by gathering quality details to resolve or escalate support tickets to higher tier resources.

    

Responsibilities

Manage the progress and facilitate the resolution of all production support requests in a level one capacity.

          - Act as the client’s initial point of  contact for all production issues

          - Resolve all user-reported problems using available tools, resources, and procedures

          - Use troubleshooting skills to properly assess support cases and diagnose problems

          - Proactively contact and ｕｐｄａｔｅ clients regarding issue status

          - Provide accurate and timely logging of problems and their resolution in the TrueCommerce Support database

          - Escalate issues to senior specialists as appropriate

Manage production integration requests

          - Receive, organize, and manage integration support cases to ensure quality and accuracy before completion or                escalation to higher tier resources.

          - Front-line for warm transfers on urgent customer needs to gather critical information and attempt resolution.

          - Troubleshoot and provide resolutions for level one integration issues.

Cross functional knowledge sharing and training

          - Document common troubleshooting steps for internal and external use.

          - Identify improperly submitted Integration requests and educate submitting team on how to improve diagnosis                and support on opportunities (as applicable).

    

Requirements

    

Bachelor or higher in Computer Science or related fields. Ability to work with distributed teams and willingness to work flexible hours Ability to communicate technical information effectively to coworkers and customers Well-developed independent troubleshooting skills Organizational skills to manage workload and schedule Excellent English communications skills: verbal and written communication, presentation and interpersonal skills    

Experience

    

1-2+ years’ experience in a software support, client services, or call center environment Customer service experience in a technical or non-technical capacity Basic experience with ｓｃｒｉｐｔing and data manipulation/management languages (e.g. SQL, XML, JSON, CSV, etc.) EDI experience and an understanding of standardized data storage processing a strong plus

Knowledge with a variety of Enterprise Resource Planning (ERP) and shipping solutions a plus

上班地址：-上海-局门路458号