EDI Support Associate

3 weeks ago

hyderabad, India MediaMint Full time

Job Title : EDI Support Associate
Location : Hyderabad (Hybrid)
Working Hours : EST Time Zone

Role Overview :
As an EDI Support Associate, you will play a key role in delivering timely and accurate technical support for our clients, focusing on EDI and API-related issues. After comprehensive training, you will manage inbound support requests across multiple channels, including portal, email, phone, and chat, ensuring seamless communication and swift resolution. You’ll be essential in documenting client interactions, troubleshooting complex issues, and identifying trends that enhance our service delivery.

Key Responsibilities :
EDI and API Support : Provide Tier 1 and Tier 2 support, handling inquiries related to EDI transactions, API integrations, and related software issues.
Client Communication : Manage inbound and outbound client communication to address and resolve file or connectivity issues using email, phone, portal, and chat.
Issue Documentation : Accurately document client issues and resolutions using our ticketing system, ensuring clear records for future reference.
Performance Goals : Meet departmental KPIs and individual targets, delivering consistently high-quality support and contributing to process improvements.
Escalation & Collaboration : Escalate unresolved issues by creating internal engineering tickets and collaborate with senior team members for complex troubleshooting.
After-Hours Support : Participate in a rotation for on-call support, ensuring critical issues are addressed outside of regular hours.

Must-Have Skills :
EDI Knowledge : Strong understanding of Electronic Data Interchange (EDI) principles, with the ability to troubleshoot EDI transactions, flat files, and data flow issues.
API Integration : Hands-on experience with API troubleshooting and integration support, including familiarity with XML and JSON formats.
Technical Support Experience : 1-2 years of technical support experience, preferably in a role involving software or data integration support.

Additional Qualifications :
Communication Skills : Excellent written and verbal communication in English, with strong documentation abilities.
Technical Aptitude : Proficiency with Windows OS and MS Office Suite.
Teamwork & Collaboration : Demonstrated ability to work in a team-focused environment and contribute to continuous improvement efforts.
Protocol Knowledge : Familiarity with communication protocols like AS2, SFTP, and HTTP.

Why Join Us?
This role is ideal for technical support professionals looking to deepen their expertise in EDI and API support. You will be part of a collaborative team dedicated to client success, with opportunities for growth and skill development in a dynamic, hybrid work environment.

If interested, Please share your updated cv by filling this​ EDI Support candidate information form

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