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Robert Half Application Support Analyst in Jacksonville, Florida

Description Job Summary

The Customer Success Representative – EDI is responsible for the ongoing success of our customer base from pre-sales through sustaining support activities. These activities include providing software demonstrations, answering product and technical questions, coordinating and performing complex software / system updates, and tracking incoming incidents from report to successful resolution. This team is required to work cross-functionally with other departments to quickly and accurately resolve business critical problems for our customers.

The Customer Success Representative – EDI acts as a Subject Matter Expert (SME) on establishing, maintaining, and improving B2B (business-to-business) integration between applications and third parties by connecting them via an electronic method of exchanging business documents. The Customer Success Representative – EDI would have the ability to understand, debug, and resolve issues found in production or UAT environments; and escalate to Product Engineering as appropriate.

Duties and Responsibilities

• Support - Monitor customer- and (internal/external) stakeholder- reported problems and questions. Be available (24x7x365 rotation) to prioritize and help with critical customer issues. This includes reproducing and documenting issues, analyzing logs, or clarifying intended functionality. Document resolutions and create knowledge base articles for both internal and external customers.

• Manage Backlog – Regularly review ticket backlog to ensure proper backlog prioritization against customer needs, business value, and company objectives.

• Empathize and Ensure Customer Focus - Promote customer emphasis and advocate for sustainable solutions that preserve the integrity of products.

• Collaborate - Work in collaboration with various teams to achieve shared goals and objectives. Exhibit behavior that yields positive, constructive, and strong relationships with peers. Display positivity, flexibility, and patience. Foster a cooperative environment within team and between customers and other internal or external stakeholders. Values open communication and keeps all stakeholders apprised of essential information Requirements


  • Experience in supporting enterprise applications - EDI, or systems integration.

  • Familiar with the EDI X12 and EDIFACT business document format.

  • Understanding of XML/JSON and understanding of how documents flow and data is translated.

  • Understanding of base standards, document structure, and the specification of defined rules utilizing XML.

  • Knowledge and understanding of SQL and able to read and write simple queries.

  • Familiar with Unix/Linux, AWS/Azure, Windows, etc.

  • Knowledge of OpenMQ, WebSphere, AMQ, etc.

  • Familiar with command line - reviewing logs, scripts, navigating, etc.

  • Knowledge of various systems: Service Now, Zendesk, JIRA, Confluence, OneDrive / SharePoint, etc.

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