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Job Summary:
The Customer Support Engineer is responsible for servicing, triaging, and resolving inbound support cases for business units and channel partners. The ideal candidate thrives on variety and the opportunity to learn new skills and will have previous experience working in a software or integrations platform setting, where they have developed complex problem-solving skills and have a passion for providing an outstanding customer experience. Developing these solutions requires familiarity with web technologies (HTML, JavaScript, CSS, HTTP, APIs, etc.), various data formats (JSON, cXML, X12 EDI), and back-end tech (PHP, MySQL). Customer Support Engineers are expected to be customer-facing, team players and key members of a high-performing environment within the Support team.
💻 Report To: Director of Customer Support
🏢 Work Location: Bucharest, Romania (Hybrid schedule)
📅 Schedule: Monday to Friday (In-office Tues.–Thurs., remote Mon./Fri.)
đź•’Â Hours:Â 9am to 6pmÂ
Essential Functions:
- Act as a single point of contact for customer support service requests from clients/business unitsReview, process, and resolve customer inquiries or incidents related to punchout, change requests, or other TradeCentric solutions and features while managing the resolution process via email, phone, or support portal
- Become a subject matter expert on the TradeCentric Platform and its proprietary framework
- Become a subject matter expert on several platforms and processes in the procurement industry
- Must be capable of working independently with minimal guidance, and be comfortable asking clarifying questions of the team, and customers
- Run diagnostics, isolate issues, and implement solutions for TradeCentric customers
- Practice the quality standards for customer service and adherence to the stated SLA policy guardrails
- Provide outstanding customer support during all client interactions and throughout the service ticket lifecycle
- Collaborate on and resolve production issues identified and escalated by members of the Customer Support Team
- Other duties as assigned
Minimum Qualifications/Experience:
- 2+ years of previous integration engineering experience in a customer or technical support environment
- Familiarity with transmission methods like sFTP, HTTPS, AS2, APIs, etc
- Excellent interpersonal, analytical, verbal, and written communication skills, both internally and with customersÂ
- Familiarity with parsing and manipulating data formats like JSON and XML
- Experience working with shared resources and distributed teams in a partial or full-time remote environmentÂ
- Excellent interpersonal, analytical, verbal, and written communication skills, both internally and with customers
- Experience working with development productivity tools like Zendesk,JIRA, Trello, and Salesforce
- Great attention to detailÂ
- Ability to work independently and within a team setting
Preferred Qualification/Experience:
- Bachelor's degree or equivalent in Computer Science, Information Technology, Computing, Data Science or related disciplinesÂ
- Procurement industry experience (Ariba, Coupa, Netsuite, Salesforce, etc.) is a plus
- ITIL Foundations v3 certification, Six Sigma, or equivalent certifications
About Us:
TradeCentric is a leading innovator at the crossroads of eCommerce and eProcurement, transforming how B2B buyers and suppliers connect, automate, and scale their operations. Recognized for our rapid growth, TradeCentric has earned a place on the INC. 5000 list of the fastest-growing private companies in America for the three consecutive years. Backed by private equity, we continue to expand our best-in-class B2B Connected Commerce solutions and technology platform to enable frictionless trade for thousands of businesses worldwide.
Our purpose-built solution integrates with every leading eCommerce and eProcurement/ERP system to help suppliers and buyers seamlessly automate and accelerate their mission-critical transactions. By eliminating the complexity of disconnected systems, TradeCentric drives efficiency, lowers costs, and powers growth for our partners.
Company Benefits:
At TradeCentric, we have a strong and innovative team dedicated to transforming the way our clients do business. It is our people who make it happen and we strive to take care of our employees in every way we can. Below is a list of benefits that are offered to employees, once eligibility is met:
đź•’ Generous Annual Leave
đź•’ Volunteer Time Off
đź©ş Premium Private Insurance Option: Medical, Dental and Vision
🎓 Career Development Reimbursement Program
TradeCentric is an equal opportunity employer (M/F/D/V).
We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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