EDI Support Specialist
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AI Summary
The specialist manages EDI onboarding, implementation, and transaction support for customers within a SaaS platform. This includes configuring integrations, troubleshooting technical issues, and serving as the primary point of contact for customer inquiries.
Benefits:
- Competitive salary
Location
Fully Remote
Fully Remote
Experience Level
Mid Level (3 or more years of relevant experience)
Role Overview
The Technical Operations / EDI Support Specialist provides hands‑on support for EDI onboarding, implementation, and customer operations within a SaaS platform environment. This role is highly customer‑facing and focuses on configuring integrations, supporting transaction processing, and troubleshooting technical issues. The position works closely with project and technical teams to ensure smooth onboarding and ongoing operational stability for customer implementations.
Key Responsibilities
EDI Onboarding & Implementation
- Support customer onboarding activities and manage multiple EDI implementations simultaneously
- Configure, test, and validate EDI connections and integrations
- Assist customers through implementation, testing, and go‑live processes
- Handle high‑volume onboarding workload with consistent accuracy and efficiency
EDI Transaction Support & Troubleshooting
- Monitor and support EDI transactions, including 832, 850, and 810 transaction sets
- Troubleshoot integration issues, data discrepancies, and transaction failures
- Investigate and resolve customer‑reported technical issues in a timely manner
Customer Support & Communication
- Serve as a primary point of contact for customer inquiries and support requests
- Provide high‑quality support via email, meetings, and ticketing systems
- Communicate technical concepts clearly to non‑technical users
- Maintain a strong customer service focus in all interactions
API & Integration Support
- Support basic API troubleshooting and validation using tools such as Postman
- Assist with integration issues across proprietary EDI platforms and external systems
- Work collaboratively with internal teams to resolve integration challenges
Tools, Documentation & Tracking
- Document customer interactions, configurations, and implementation progress
- Track issues, bugs, and enhancements using Jira
- Utilize CRM tools such as HubSpot to manage communication and activity tracking
- Maintain accurate records for auditability and operational continuity
Collaboration & Operational Support
- Partner with technical, project management, and support teams to resolve issues
- Support day‑to‑day operational activities within the platform
- Contribute to process improvements and onboarding efficiency
Required Qualifications
- 3 or more years of experience supporting EDI implementations, onboarding, or integrations
- Working knowledge of EDI X12 standards
- Experience supporting EDI transaction sets including 832, 850, and 810
- Strong troubleshooting and analytical skills
- Experience working directly with customers or business users in a support capacity
- Ability to manage multiple parallel implementations and priorities
- Strong written and verbal communication skills
Preferred Qualifications
- Experience supporting SaaS platforms or cloud-based applications
- Basic understanding of APIs and integration troubleshooting
- Experience using Postman for API testing
- Experience using HubSpot CRM and Jira
- Experience in foodservice, hospitality, restaurant technology, supply chain, or distribution environments
- Experience in roles such as EDI Analyst, Integration Support Specialist, or Technical Support Analyst
Core Skills & Attributes
- Strong customer service orientation with a professional communication style
- Detail‑oriented with focus on accuracy and data integrity
- Ability to troubleshoot technical issues independently
- Strong multitasking and organizational skills
- Ability to work effectively in a fast‑paced, high‑volume environment
- Collaborative mindset with cross‑functional teams
- Self‑starter with a proactive approach to problem solving
- Adaptability and ability to quickly learn new systems and processes
This is a remote position.
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