Support Analyst

5 days ago

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Longbow Advantage

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A Supply Chain Consulting and Technology Company

JDA / RedPrairie WMS Implementation • Special Projects • JDA WLM Implementation • HighJump WMS Implementation • Upgrades

51 - 200

💰 Venture Round on 2021-02

Description

• Provide first-level technical support for Rebus customers, Infrastructure team, and Implementation team. • Troubleshoot and resolve technical issues, ensuring minimal disruption to users. • Escalate complex issues to higher-level support teams as needed. • Identify user experience pain points and challenges. • Make recommendations for process and system functionality improvements to enhance user satisfaction. • Implement approved changes to improve overall system performance and user experience. • Provide after-hours support for infrastructure-related emergencies. • Participate in a rotation for weekend maintenance and support tasks. • Ensure timely response and resolution of after-hours incidents. • Ensure the overall healthy operation of Rebus by monitoring system performance and stability. • Conduct regular system checks and maintenance to prevent issues. • Collaborate with other teams to address and resolve operational challenges. • Maintain and improve procedural documentation and operational processes. • Ensure documentation is up-to-date and easily accessible for the support team. • Continuously evaluate and refine support processes to enhance efficiency and effectiveness.

Requirements

• Bachelor's degree or 5+ years equivalent work experience in Warehouse/Labor Operations or Technical Support • Experience with warehouse management systems (WMS) and logistics reporting tools. • Proficient in troubleshooting software issues, SQL querying, and basic network/server management. • Strong communication skills for interacting with users of varying technical abilities. • Experience in managing support requests and maintaining high customer satisfaction. • Ability to identify trends and root causes of technical issues. • Strong problem-solving skills for resolving complex software problems. • Understanding of warehouse operations, logistics workflows, and supply chain management. • Familiarity with KPIs in warehouse environments like inventory turnover and order fulfillment rates. • Experience in training end-users and creating support documentation. • Ability to support software implementations and user acceptance testing. • Ability to stay updated on software developments and industry trends. • Adaptable to changing technologies and environments. • Working with various teams to resolve software issues and improve functionality.

Benefits

• Supportive work environment • Work/life balance • Competitive Salary • 4-weeks of paid vacation • 6 paid sick days, 2 paid personal days per year • Excellent health and dental benefits, eligible as of your first day! • Group RRSP/401k Matching • Work from Home