Position Summary:

This individual will become an expert in DiProducts and will communicate with customers and their trading partners addressing technical, training, and business process needs, problems and concerns.

Level 1:

Essential Functions:

1. Answer implementation support phone lines and emails.
2. Resolve technical issue/errors related to DiCentral products.
3. Train customers to use their DiCentral products.
5. Work with EDI mapping in upgrading EDI maps.

6. Track support inquires through the support CRM insuring the customer issue is resolved.

7. Assist customers during installation process as needed.

Other Functions:

1.       Any other duties as assigned by supervisor.

2.       Independently research errors involving DiProducts.

3.       Assist in the creation of support documentation.

4.       Check set-up guidelines for accuracy and clarity.

5.       Help train new Implementation Support Employees

Education and Skills Requirements:

Overall position requirements:

Must be customer service oriented with strong follow up skills; analytical with strong troubleshooting skills; and able to work in a dynamic and fast-paced environment.

General understanding of Windows OS, SQL server and application operations related to company offered services required.

·         High School Diploma required.  Associate degree or 24 college credit hours in technical field preferred.

·         1-2 years experience in technical support / account management field preferred

·         Strong understanding of supply chain business processes and technology.