Vendor Support Specialist Analyst

Framingham, MA 01701

Posted: 09/04/2018 Employment Type: Contract Specialty: Accounting & Finance Job Number: 81942

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:
  • Be the 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
  • 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
  • Provide support process improvements including training and documentation
  • Provide appropriate feedback to product management to suggest feature enhancements
  • Track and record issues as they arise assigning them to the appropriate teams (QA, product, training)
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
  • 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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