Support Analyst, Level 1

Posted 5hrs ago

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Support Analyst L1 troubleshooting Warehouse Management System issues and ensuring customer satisfaction while working remotely in the United States.

Utilize active listening, empathy, and other emotional intelligent skills to properly handle customer interactions
Troubleshoot business and operational issues associated with the Warehouse Management System (WMS) and ancillary software
Quantify issues and provide supporting data if issues are escalated to ERP Vendor, Honeywell/Vocollect, RF Hardware Provider, Seagull Scientific, Bartender, Georgia Softworks, or other third parties.
SQL performance monitoring / index and query tuning
Meet or exceed defined customer service satisfaction scores and meet SLAs for initial response and issue resolution.
Maintain clear, concise communication with customers and internal teams.
Accurately document all relevant information in the ticketing system.
Collaborate seamlessly with internal teams, external partners, and vendors.
Proactively escalate tickets when necessary to ensure timely resolution.

BA / BS Degree, Computer Science, MIS, or equivalent
Experience in database (SQL / Oracle) queries, stored procedures, and performance tuning
Knowledge of cloud infrastructure and services (AWS, Azure, Oracle Cloud Infrastructure (OCI), Google, etc.)
Strong customer service skills and ability to multi-task
Strong analytical, communication, and problem-solving skills
Ability to prioritize tasks and self-manage
Preferred: Supply chain and distribution industry knowledge and experience.
Warehouse Management Systems (WMS) expertise in RedPrairie (JDA), Manhattan Associates, SAP- WM, Oracle-WM, Accellos, Infor, etc.
Expertise with interface technologies including TCP/IP Sockets, XML, Table-to-Table, etc.
Barcode scanning and RF hardware (Intermec, LXE, Motorola, Symbol)
Voice software expertise in (Honeywell/Vocollect, Voxware, TopVox, Lucas, etc).
Labeling (Bartender or Loftware) experience
Reporting (Cognos, Business Objects, SSRS) experience
Networking (Cisco, WAN/LAN, troubleshooting) experience