Support Technician at ecUtopia, Inc in San Diego, California

Job Description:

ecUtopia, a TrueCommerce company, supplies easy-to-use, robust EDI solutions for both the manufacturers and retailers.  Our customers save time and money by outsourcing their EDI system needs to a partner that understands and reacts to their needs.

Transactions are available anytime and anywhere via the Internet. Our customers do not have to worry about hardware, EDI software, or personnel to receive the benefits of using EDI.

Our complete EDI solution provides everything a customer needs to be EDI compliant, freeing them to focus on bringing business value to their company. All that is needed is an Internet connection, email capability and they are set to use the services from ecUtopia.

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.  We encourage employees to grow and develop.  Additionally, TrueCommerce organizes events throughout the year like picnics, golf tournaments, chili cook-offs, winter holiday events, and opportunities to volunteer for charity.  Come join our team!

Summary

The Support Technician role at TrueCommerce ecUtopia operates as the front-line support to our customers and internal support staff for production issues ensuring that all support conducted over the telephone, email, and through remote control software is accurate and timely. This role requires you to use your skills, experience and outside-the-box thinking to administer all aspects of data movement. You will be a key contributor of trading partner onboarding and map development. Most importantly, your thirst for “fun” problem solving will be quenched.  Fun problem solving happens when you are presented with a “pain” a customer deals within their normal course of doing business.  Your knowledge of general business operations along with your technical aptitude and know-how will allow you to develop a plan to solve that business problem and then execute on that plan.

Job Responsibilities Include:

• Customer Service
  
  
  
  • Provide basic application support for the ecUtopia solutions
  
  
  • Act as the customer’s initial point of contact for production issues
  
  
  • Troubleshoot and provide resolutions for user-reported problems
  
  
  • Proactively contact and update customers regarding case and issue status
  
  
  • Provide accurate and timely logging of problems and their resolution
  
  
  • Escalate issues to senior support engineers as appropriate
  
  
  • Contribute to the creation of accurate and relevant knowledgebase documentation
  
  


• Technical Skills
  
  
  
  • Build EDI message translation maps between TC.NET and ECU for new projects
  
  
  • Perform basic Gentran setup and partner relationship initiation for new project rollouts
  
  
  • Locate and process files per customer requests for both production and test scenarios
  
  


• Documentation
  
  
  
  • Contribute to the creation of accurate and relevant knowledgebase documentation
  
  

Experience

Required

• 2 year(s): Working experience in IT related industry

Preferred

• Working knowledge of SQL is a strong plus


• Working experience with web-based applications


• Experience in client services or support

Education

Required

• Bachelors or better in Computer Science or related field

Skills

Preferred

• Interpersonal


• Customer Service


• Problem Solving


• Analytical

See job description

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