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описание
TraceLink is the world’s largest Agentic Business Network, enabling life sciences and healthcare companies to build and manage a scalable digital workforce of governed, no-code AI agents that execute and coordinate mission-critical supply chain operations alongside human teams. Powered by the Integrate-Once™ OPUS platform, TraceLink links more than 300,000 network participants, enabling multi-enterprise processes at global scale.
задачи
Direct interaction with customers and other TraceLink departments to understand, document, troubleshoot and resolve customer issues in a timely manner
Perform analysis and problem resolution activities
Contribute to the development of standard procedures and tools for frequently used troubleshooting techniques
Partner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues
Create and review Knowledge Articles for both internal and external (customer) use
Participate in knowledge sharing and training as required
Participate in on-call rotations to support off-hour customer issues as well as software deployment activities
требования
3-5 Years of experience in a technical support and troubleshooting role
Customer-first communication and attitude
Excellent English and Italian verbal and written communication skills
Strong analytical skills and attention to detail
BS in Computer Science or similar information technology degree
Knowledge of UNIX, with a focus on scripting and parsing of data sets
Experience in working with Java APIs
Ability to read, parse and manipulate various technical formats including XML, EDI and CSV
Working knowledge of B2B technologies including AS2, SFTP, and Web Services
Experience with Supply chain software and knowledge of pharmaceutical industry preferred
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