Technical Support, L1

🕒 January 8

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Infios

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1001 - 5000 employees

We relentlessly make supply chains better. For everyone. No matter your business size. Whatever your goal. No matter the challenge. No matter your starting point. We will meet you where you are to create the future you need.

📋 Description

• 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 • Manage the WMS environments and migration of configurations between environments • Support the operation and continuous improvement of the monitoring of cloud solutions • 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

🎯 Requirements

• BA/BS Degree, Computer Science, MIS, or equivalent • 3+ years of technical customer support experience • 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 • Strong analytical and problem-solving skills • Fluency in English • 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. • Barcode scanning and RF hardware (Intermec, LXE, Motorola, Symbol) • Labeling (Bartender or Loftware) experience a plus • Reporting (Cognos, Business Objects, SSRS) experience a plus • Networking (Cisco, WAN/LAN, troubleshooting)

🏖️ Benefits

• Health insurance • Professional development opportunities