Analyst, End User Customer (EDI)

Job Description Overview: Analyst, End User Customer (EDI)

Shift: M-F 9am-6pm

Must Have Requirements:
Experience supporting electronic data interchange (EDI) file issues

Experience in an inbound phone support or customer service environment

Experience supporting proprietary software applications

Experience simultaneously handling multiple inbound work streams such as phone, email, ticket queue, and IM

Experience in an EDI implementation role a plus

Experience/familiarity with AS2 and FTP/SFTP protocols

Department Description Overview:
The Enterprise IT Service Center is a full-service technical support center that provides immediate assistance for customers and clients utilizing Cardinal Health applications and hardware. This includes the support of proprietary business applications, EDI and Windows-based business-to-business products and solutions, pharmacy management tools, enterprise resource planning systems, standard desktop applications, and the associated hardware platforms, databases, and network connectivity.

Essential Functions:
EIT Service Center Analyst, End User Customer for EDI Support provides technical support and assistance to customers using computer hardware, standard desktop applications or Cardinal software applications. Associates perform troubleshooting and conduct problem determination to identify problem source and resolve as possible within the Service Center.

Specific Duties, Activities, and Responsibilities:
Answer incoming client and customer calls.

Troubleshoot software and hardware issue via phone.

Train end users in the use of equipment and software.

Acquire and maintain expert knowledge of emerging desktop technologies and software applications.

Fully document all cases in call tracking software and escalate to appropriate queue.

Escalate support call to supervisor as necessary.

Assume ownership of project-related tasks as needed or assigned.

Act as liaison between clients or customers and other Cardinal IT organizations or external IT vendors.

Maintain and seek knowledge about current industry-wide support practices and the potential impact on the support business.

Position Requirements:
Education or Equivalent:
Degree in Computer Science, MIS or related field. Minimum two years related experience required.

Knowledge/Skills Requirements:
Microsoft Windows XP/Vista/7

Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio

Demonstrated experience supporting customer interactions and troubleshooting

Troubleshooting knowledge of PC hardware issues including modems, monitors, printers, hard drives, PDAs

Experience supporting database software such as Fox Pro

Experience supporting proprietary software applications

Fundamental understanding of networking including Novell, NT, TCP/IP, WINS, DNS

Troubleshooting web browsers and security settings

Using AS/400 applications

Physical/Mental Requirements:
Ability to react to dynamic industry and rapid changes in information technology

Flexibility and adaptability

Ability to maintain customer focus in the midst of difficult circumstances

Ability to manager multiple priorities in a fast-paced environment

Work Environment:
Standard business work environment. Some after hours and weekend work as needed to meet business needs.

The organization is a very fast-paced, changing environment. This position requires decision-making capabilities, superior customer service skills, and the ability to work independently. Sensitivity to accuracy, timeliness, and professionalism in all areas of support activity is imperative. Patience, tolerance, and flexibility are very important traits for an individual assuming this role. Strong interpersonal skills are a necessity.

Flexibility to work on a varied shift schedule.