Vendor Support Specialist Analyst

Framingham, MA | Contract

Post Date: 04/12/2018 Job ID: 80845 Specialty: Accounting & Finance

A top global retail company in Framingham, MA is seeking a Vendor Support Specialist Analyst to join their team. In this contract role, you will be responsible for the first line support of vendor issues with drop ship platforms and deliver training of the platforms to all internal and external stakeholders. Apply today!

Responsibilities for the Vendor Support Specialist Analyst:
  • Point of contact for vendors and guide vendors through the onboarding process
  • Manage the support phone lines, email queues, online chat and other defined vendor contact points
  • Primary support for vendors experiencing problems associated with the drop ship program
  • Perform basic troubleshooting of integration issues, QA downstream process, proficient in navigation of the systems and their UX
  • Own support tickets with appropriate levels of follow up, knowing when to escalate
  • Determine the appropriate escalation path, delineating issues into escalations, bugs, feature enhancements
  • Execute the training of vendors as it relates to the drop ship platform and its operation
  • Deliver training and troubleshooting in a virtual setting
  • Responsible for providing support process improvements including training and documentation
  • Provide appropriate feedback to product management to suggest feature enhancements
  • Be the first line of contact for post integration vendor issues
  • Appropriately engage team members for situations requiring collaboration
  • Track and record issues as they arise assigning them to the appropriate teams (QA, product, training)
  • Follow defined product support guidelines for opening, executing and resolving issues through the ticketing system
Requirements for the Vendor Support Specialist Analyst:
  • Bachelor’ s Degree or equivalent experience
  • 2+ years’ applicable experience
  • Experience in Web services
  • Basic troubleshooting/analysis skills
  • Proficient with MS Office and other productivity software suites
  • Experience authoring training documents
  • Business Analysis experience
  • Knowledge of API / EDI, Web technologies
  • Supply chain knowledge and experience preferred
  • Project management experience a plus
  • JIRA/Atlassian experience a plus
  • Technology savvy with a strong knowledge working with Microsoft Office
  • Strong organizational skills with great attention to detail
  • Strong multi-tasking and prioritizing skills with the ability to meet deadlines
  • Excellent written and verbal communication skills
  • Strong interpersonal skills with a customer service focus
  • Ability to work independently and as part of a team
  • Must be eligible to work in the U.S. without sponsorship                      

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