Integration Support I

TrueCommerce•Cranberry Twp, PA

8d•Hybrid

About The Position

Be the voice customers trust—solving problems, restoring confidence, and delivering exceptional experiences when it matters most. The Integration Support I provides frontline support for TrueCommerce customers using ERP, accounting, and financial systems integrated with the TrueCommerce platform. This role is responsible for troubleshooting and resolving complex customer issues involving system integrations, mapping, data flows, and environment-related challenges. The Integration Support I collaborates closely with internal teams, trading partners, and customers to ensure accurate and timely problem resolution while delivering an exceptional customer experience. A strong technical aptitude, problem-solving capability, and experience with ERP systems are key contributors to success in this role. Experience with flat file formats as well as with FTP, SFTP, AS2, VAN connections is required. This role will be hybrid if near Pittsburgh, PA or otherwise considered a remote opportunity if not within that specific area. As Integration on our Support Team, you will:

Requirements

Associate’s degree in Information Systems, Computer Science, or related field preferred or equivalent work experience.
0–2 years in software support, help desk, client services, or call center environment.
Understanding of XML and flat file formats (delimited, fixed-width, etc.)
Knowledge of EDI communication protocols (FTP, SFTP, AS2, VAN)
Customer service experience in a technical or non-technical capacity.
Experience supporting application software; ERP or accounting platform experience preferred (e.g., Sage 100/300/500/X3, Sage Intacct, QuickBooks, NetSuite, Microsoft Dynamics).
EDI experience preferred
Phone or call center support background
Experience with CRM/ticketing systems (NetSuite preferred)
SQL or scripting experience
Customer-centric mindset
Troubleshooting capability
Self-starter with strong initiative

Responsibilities

Troubleshoot, diagnose, and resolve customer integration issues, including those related to ERP systems, data mapping, EDI transactions, communication protocols, and system environments.
Provide clear and timely communication to customers and internal stakeholders through email, phone, and chat regarding case status, findings, and next steps.
Collaborate with internal teams—including Integrations, Mapping, Development, Support, and Product—to ensure complex issues are resolved effectively and efficiently.
Support customers and trading partners with production issues by gathering details, performing root-cause analysis, and identifying corrective actions.
Deliver customer-centric support by gathering feedback, understanding business impacts, and ensuring solutions meet or exceed client expectations.
Research, reproduce, and coordinate resolution efforts for integration issues, mapping discrepancies, or environmental inconsistencies.
Document all case details, troubleshooting steps, and resolutions within internal ticketing and CRM system, NetSuite.
Stay current on evolving technologies, ERP system updates, integration methods, and TrueCommerce tools to maintain strong technical capability.
Promote continuous improvement by identifying recurring issues, contributing suggestions, and collaborating with team members to enhance service delivery.
On call support is required and will be rotated throughout the team (typically quarterly).