Technical Support Specialist

CLIENT OVERVIEW

Our client operates a modern SaaS-based EDI platform that revolutionizes how businesses connect and exchange data with their supply chain partners. Their API-driven solution reduces traditional integration timelines from eight weeks to just days, serving enterprises that need to trade EDI transaction types efficiently across their partner networks.

JOB OVERVIEW

This is a part-time technical support role requiring 25 hours per week to provide early morning coverage for international partners operating five hours ahead. The position focuses on responding to escalated technical support tickets submitted through a partnership SLA with priority response times of one to two hours depending on severity level. This is a fully remote, written-communication role with no phone support requirements, ideal for someone with EDI platform knowledge who can troubleshoot and respond to technical inquiries independently.

Schedule:

Mon-Fri 4:00 AM - 9:00 AM Eastern Time Client Timezone: Eastern Time (ET)

Independent Contractor Perks:

• Permanent work-from-home
• Immediate hiring

RESPONSIBILITIES

• Monitor and respond to Level 3 and Level 4 escalation tickets within SLA timeframes of one to two hours based on severity.
• Provide technical support for customers experiencing issues with EDI data integrations and API platform connectivity.
• Troubleshoot general product support inquiries related to B2B EDI transactions and supply chain partner connections.
• Communicate solutions clearly through written email support to external-facing customers and partners.
• Document support cases and maintain accurate records of technical issues and resolutions.

MUST-HAVE REQUIREMENTS

• Proven experience with EDI platforms, API integrations, or B2B data exchange systems.
• Strong technical troubleshooting skills with ability to diagnose and resolve integration issues independently.
• Excellent written communication skills for providing clear technical support via email.
• Ability to work consistently during early morning hours from 4:00 AM to 9:00 AM Eastern Time, Monday through Friday.
• Self-motivated and reliable for working independently during off-peak hours with minimal supervision.

NICE-TO-HAVE REQUIREMENTS

• Experience with SaaS platforms or cloud-based integration solutions.
• Familiarity with ERP systems and traditional point-to-point integration methods.

Previous experience working with escalation ticket systems and SLA-driven support environments.

Side Note

This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.