Product Support Specialist


What You'll Do

Who we are

ArcBest Technologies, an ArcBest® company, is an innovative technology company that provides custom-built solutions and leading-edge technologies that help our customers and suppliers successfully navigate the complex supply chain landscape. Our team is made up of highly engaged and creative tech and analytical professionals — engineers, mathematicians, data scientists, software developers, information system specialists and more — who create smart solutions that deliver value to our customers and keep the global supply chain moving. We’re building the future of logistics.

ArcBest Technologies is headquartered in Fort Smith, Arkansas.

Our people are at the heart of our success, and we offer a workplace that embraces all cultures, perspectives, and experiences — so we can provide the best atmosphere for our employees and the best service to our customers. If that sounds like something you’d like to be a part of, we’d love to hear from you.

Learn more about who ArcBest Technologies is and what we do along with ArcBest's commitment to Diversity, Equity and Inclusion.

What you’ll do

Currently, we are looking for a Product Support Specialist I to join the ArcBest Technologies team. The Product Support Specialist I plans, executes, and finalizes customer integrations, system configurations, and development changes within appropriate scope and impact. This position maintains excellent communication with management, team members, and other stakeholders. The Product Support Specialist I provides the business exceptional service, provides partners with timely integrations, and ensures stable and working implementations of EDI applications.

Your contribution may include:

Work closely with management to prioritize business and information needs.
Identify process improvement opportunities.
Recommend improvements to EDI system applications to match processes as they grow and change with the organization. 
Work with outside vendors to implement process improvement changes.
Strive to foster better adoption of the applications in the future through proactive change management.
Work with partners to coordinate system upgrades.
Provide guidance and direction on system functionality and limitations. 
Implement and maintain script customizations in products as needed.
Work with end-users and customers to understand and document requirements, formulate specifications, and configure the application in the areas of portlets, dashboards, workflow, objects, attributes, and system settings. 
Interact with vendor's customer support organization to troubleshoot and resolve complex support issues. 
Support audit and data processes and provide complete and consistent documentation. 
Monitor system performance and work closely with Technical Services to resolve system issues (such as failovers, table locks, and other errors).
Create documentation, process flows, and presentation decks. 
Responsible for understanding and communicating EDI compliance requirements.
Create test scenarios that ensure all error handling processes perform as expected.
Assist with EDI communication protocols such as AS2, FTP, SFTP, FTPS
Assist with coordinating and implementing project specifications with internal development teams and external customers.
Execute EDI standards and industry best practices
Provide production support as needed, including non-work hours
Issue system notifications to appropriate parties and escalation of critical and recurring problems.
Perform system administration for applications and perform new partner/transaction set setups, system updates, mainframe Job Control Language (JCL), datasets, and DB2 tables as required.
Manage system configuration changes, and investigate and troubleshoot data, access, and reporting issues. 
Perform necessary testing and installation for new solutions, setups, and upgrades to ensure success. 
Interact with AB Tech application development staff to gain access to required information.
Other duties and projects, as assigned. 

As a Product Support Specialist, you will be a member of the ArcBest Technologies Project Management team in Fort Smith, AR. Your work hours will generally be flexible hours between 6:00 am – 6:00 pm with occasional irregular hours depending on workload. 24/7 on call responsibilities.

Ready to apply? Before doing so, please make sure you meet the minimum requirements:

Education: Bachelor’s degree in computer related field of study, required or equivalent IT System Administration or business systems experience.

Experience: Prior relevant experience, preferred.  EDI terminology and IBM B2B Integrator and working knowledge of 3PL integrations, implementations, and TMS systems. 

Computer Skills: Prior training and/or experience in scripting, SQL, XML, JSON, FTP, SFTP, AS2, Technical Troubleshooting skills, and familiarity with SQL Server/Windows environments

If you require accommodation in the application process, please contact or call us at (479) 785-8963. An Equal Opportunity Employer including Vet/Disability.

REF 19214

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