Connectivity Support Representative

Role overview Help customers resolve technical issues connecting their systems to external trading and business partners. You’ll handle support requests across phone, email, and chat, diagnose data exchange and connectivity problems, and coordinate with technical teams when an issue needs deeper investigation.

Responsibilities - Respond promptly and professionally to customer questions about third-party connectivity. - Troubleshoot networking and data exchange issues, including EDI and cXML connections. - Walk customers through practical steps to resolve connectivity problems. - Escalate complex issues and collaborate with IT and engineering teams on resolution. - Record issues, troubleshooting steps, outcomes, and follow-up actions in a ticketing system. - Share customer feedback that could improve products or support, and help maintain knowledge base materials.

Requirements - High school diploma or equivalent; post-secondary study in IT or a related field is preferred. - At least one year of technical support or customer service experience; connectivity or telecommunications experience is useful. - Working knowledge of networking concepts, including EDI and cXML. - Clear written and verbal communication and a professional, customer-focused approach. - Strong troubleshooting and analytical skills, with the ability to manage multiple priorities. - Able to work independently and collaboratively in a fast-paced environment. - Flexibility to work evenings or weekends if needed.

Benefits and work setup - Compensation may include performance incentives. - Health, dental, and vision coverage, paid time off, and holidays are offered. - Professional development and career advancement opportunities are available.