Customer Support Representative

Position Summary

This position is responsible setting up and providing ongoing support to community of thousands of customers who are using the company’s web based system.​ Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

Essential Duties and Responsibilities

  • Interfacing with customers to help them use Direct EDI Web system
  • Resolving technical issues from customer’s point of view
  • Maintaining and developing written and video service guides for future support issues
  • Maintain service and support knowledge base
  • Interfacing with development team to address customer’s needs
  • Setting up new customers to use the Direct EDI web system.
  • Provide new customer training and answer questions

Other Duties & Responsibilities

  • May perform other duties as assigned

Minimum Qualifications (Experience, Skills, Education)

  • 1-3 years of Customer service with software or web based systems experience.
  • AS/BS in CS, MIS, or CIS preferred but not required
  • Able to exchange non-routine information using tact and persuasion as appropriate
  • Time management and organizational skills
  • Excellent interpersonal, oral and written communication skills
  • Strong telephone and written communication skill
  • Must be a power user of computer, office software, and internet systems.

To Apply:
Please email your resume and salary requirements to Human Resources at hr@directedi.com and include “Customer Support Representative” in the subject line. Qualified candidates will be contacted for a phone interview.

Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.  To perform this job successfully, the incumbents will posses the skills aptitudes and abilities to perform each duty proficiently.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.  The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.