Customer Support Representative (New York)

The Customer Support Representative provides a high level of 'personal touch' service to TradeCard clients; ensuring day-to-day business and technical issues and requests are handled in a timely, professional manner.

The Customer Support Representative understands the client's overall TradeCard business workflow and is able to complete investigation, analysis and resolution of first level problems, while escalating second level issues appropriately. Additionally, this role operates as a liaison with other teams to process and coordinate customer registration and set-ups and communicate information updates to the customer. A high level of proactive problem solving, excellent communication skills and follow-through are necessary for success.

Primary Responsibilities:

• Day-to-day support for TradeCard customers, including answering questions on the usage of the TradeCard solution, trouble-shooting and providing guidance on business process and technical queries
• Manage customer email and phone queues, providing timely responses to messages
• Assist to document and implement Service Level Agreements, Standard Operating Procedures and standard response messages for customer service related issues
• Monitor transactions and proactively reach out to customers to assist with completion of their tasks
• Monitor payments and financial account activity and communicate updates internally and externally to the customer
• Process and coordinate customer registration and system set-ups
• Administer training to clients on various functions within the system
• Problem solve first level technical issues and assist clients to resolve these
• Track and report all customer related activities through the TradeCard Customer Relationship Management tool

Qualifications:

• Minimum 2 years of experience in customer support environment or technical help desk.
• Must be multilingual in English and Spanish; additional language skills a plus
• A successful candidate will be detail oriented and have strong problem solving and analytical skills
• Working knowledge of all Microsoft Office applications (Excel, Word, PowerPoint)
• Excellent oral and written communications skills are essential
• Ability to multitask and work in a deadline/time sensitive environment
• Ability to work independently, but also be a team player
• Experience with financial or physical supply chain ERP systems a plus
• Familiarity with EDI, EFT and XML transaction processing a plus
• Familiarity with accounting, finance, logistics and shipping industry practices would be preferred.

This position is based in New York City.

If interested, please send your full resume to: nlindsey@tradecard.com

TradeCard, Inc.
75 Maiden Lane, 12th Floor
New York, NY 10038
Attention: Natalie Lindsey

Or fax: 212-405-1860
Attention: Natalie Lindsey