Vendor Support Specialist

Framingham, MA
Job Terms:
Start date:
Posted By:
Margie Franco

Job Description:

The Vendor Support Specialist is an integral part of the Marketplace Platforms Integration and Support team. This role will be responsible for the first line support of vendor issues with drop ship platforms and deliver training of the platforms to all internal and external stakeholders. 

Key Responsibilities 

• Point of contact for vendors and guide vendors through the onboarding process 
• Manage the support phone lines, email queues, online chat and other defined vendor contact points 
• Primary support for vendors experiencing problems associated with the drop ship program 
• Perform basic troubleshooting of integration issues, QA downstream process, proficient in navigation of the systems and their UX 
• Own support tickets with appropriate levels of follow up, knowing when to escalate 
• Determine the appropriate escalation path, delineating issues into escalations, bugs, feature enhancements 
• Executing the training of vendors as it relates to the drop ship platform and its operation 
• Deliver training and troubleshooting in a virtual setting 
• Responsible for providing support process improvements including training and documentation 
• Provide appropriate feedback to product management to suggest feature enhancements 
• First line of contact for post integration vendor issues 
• Appropriately engage team members for situations requiring collaboration 
• Track and record issues as they arise assigning them to the appropriate teams (QA, product, training) 
• Follow defined product support guidelines for opening, executing and resolving issues through the ticketing system 


Basic Qualifications: 

• Bachelor’s degree or equivalent experience 
• 2+ years applicable experience 
• Experience in Web services 
• Excellent communication skills through phone, in-person, and writing 
• Basic troubleshooting/analysis skills 
• Proficient with MS Office and other productivity software suites 
• Experience authoring training documents 

Preferred Qualifications: 
• Business Analysis experience 
• Knowledge of API / EDI, Web technologies 
• Supply chain knowledge and experience preferred 
• Project management experience a plus 
• JIRA/Atlassian experience a plus 
• Energetic team player and passionate about customer 
• Demonstrable follow through 
• Customer centric approach to problems 
• Strong analytical skills