Customer Operations Engineer

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Are you a recent or soon to be college graduate? This opportunity is for you!
Entry-level, high-visibility operations engineering role.
Who We Are
iTradeNetwork believes the world is a better place when you know where your food comes from. That's why our ongoing mission is to create the most connected and transparent global food supply chain. Over the last 20 years, we have built an industry-leading network of thousands of food and beverage companies - from grocers and restaurants to growers and manufacturers. Our SaaS solutions manage the complexities of the food supply chain, reduce food waste, and bring consumers closer to their food source.
What We Need
This is a remote position where you will focus on assisting our customers (buyers, sellers, and logistics companies) and their trading partners to solve issues through various forms of communication. You will partner with customers to ensure that they have the knowledge necessary to use our solutions as part of their daily business operations. You will manage customer cases and work to resolve issues with members of the integrations engineering, development and customer success teams. This position has high growth and visibility in the company, and you'll quickly build knowledge of iTradeNetwork and the food and beverage supply chain as you work across teams in a highly collaborative environment.
What You Bring
  • You enjoy troubleshooting problems and investigating solutions.
  • You have an insatiable curiosity and are excited to find the root cause of technical issues as they arise- learning new concepts along the way and maintaining communication with internal and external partners.
  • You are flexible and adaptable as ambiguity will be part of the process.
  • Collaboration across internal teams is something you thrive on.
  • You have exemplary communication skills (written/verbal)
  • You work well in high-pressure situations where people are looking to you for next steps

The Role
In this role, you will spend your time working with customers and colleagues to assess and manage case submission from start to finish. You will be responsible for the initial triage of the customer request and then begin to effectively troubleshoot leading to issue resolution. Throughout this process you will aim to provide the necessary guidance on products and assist customers with workflows.
In order to provide the most positive customer experience our team works with a fairly structured environment, whether you're assigned in the phone call queue or managing cases that are assigned to you. You'll also have time to work closely with other departments - to solve issues or customer needs as well as to learn more about iTradeNetwork products and solutions.
Other key parts of this role include:
  • Facilitating problem identification and research focused on root cause resolution
  • Being the internal advocate for customers' success using our solutions
  • Assisting customers seeking guidance and/or issue resolution while using our solutions as a key component to their daily business operations
  • Assessing the impact of issues brought to iTradeNetwork and ensure that prioritization is done in an effective manner
  • Partner with development teams to escalate issues or product needs as necessary
  • Ensure proper documentation of all customer interactions using the designated case management tools
  • Remaining flexible and willing to take on some ambiguity in working on customer cases and internal projects
  • Ability to work a shift schedule/hour as well as cover on-call responsibilities as needed

Skills & Experience
  • Strong verbal and written communication skills
  • Ability to understand and work effectively with technical processes and data
  • Be self-directed and able to work autonomously and managing fluctuating priorities
  • Ability to work in a remote setting and remain focused/productive
  • Demonstrated computer knowledge (SQL)
  • Degree in Computer Science or Computer Engineering (3.5+ GPA)

The Benefits
  • Work/Life Balance: Unlimited PTO, 2 volunteer days, 11 company holidays, and a sabbatical!
  • Career Development: Up to $10k annually to use towards qualified education programs
  • Parental Leave: 12 weeks of fully paid leave for all qualified employees
  • Remote Perks: $500 annual stipend to help furnish your remote work space
  • Fun Stuff: Monthly virtual activities and events to connect with each other

iTradeNetwork, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • SqlLanguages
    • OracleDatabases
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • SalesforceCRM

What are iTradeNetwork, Inc. Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K) Matching
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Commuter Benefits
Professional Development Benefits
Tuition Reimbursement
Lunch and learns
Online course subscriptions available

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