Solutions Analyst – Infios Support

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $65k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Business Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Redwood Logistics

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

🚗 Transport

📦 Logistics

Transport • Logistics • Supply Chain

Redwood Logistics is a next-generation leader in fourth-party logistics (4PL), dedicated to modernizing supply chains through innovative technology and comprehensive logistics management. Utilizing their Logistics Platform as a Service (LPaaS), Redwood offers flexible, end-to-end supply chain solutions that integrate various services and technologies, providing customers with custom-tailored logistics strategies. With an emphasis on automation and visibility, Redwood empowers businesses of all sizes to optimize their supply chain operations, ensuring efficient and headache-free management of freight and logistics processes.

📋 Description

• Own customer support cases from initial investigation through resolution, providing timely and accurate communication throughout the lifecycle of the issue • Respond to customer support requests, system notifications, and inquiries in accordance with established service-level agreements (SLAs) • Investigate, troubleshoot, and resolve Infios TMS application, configuration, data, and integration-related issues • Analyze reported symptoms, application behavior, system data, logs, and other available technical information to identify potential root causes • Reproduce customer issues when appropriate and differentiate between application defects, configuration issues, integration failures, data problems, and user/process-related issues • Escalate complex issues to subject matter experts, Engineering, or other technical teams with complete troubleshooting documentation and supporting evidence • Collaborate with customers and internal teams to validate solutions and confirm successful resolution • Create and maintain technical documentation, troubleshooting procedures, and Knowledge Base content • Identify recurring issues and recommend improvements to processes, documentation, product configuration, or support procedures • Share technical knowledge and mentor other analysts in established troubleshooting practices and support procedures • Contribute to continuous improvement initiatives designed to increase support efficiency, reduce resolution times, and improve the overall customer experience

🎯 Requirements

• Direct hands-on experience with Infios TMS in a support, implementation, administration, super-user, or operational capacity • Experience troubleshooting system integrations and data exchanges between enterprise applications • Working knowledge of integration technologies and data formats such as APIs, REST/SOAP web services, XML, JSON, EDI, or SFTP • Experience reviewing application logs, integration messages, or other technical diagnostic information • Experience with SQL or relational databases and the ability to perform basic data analysis or validation • Experience supporting SaaS or cloud-based enterprise applications • Experience working within a structured Tier 2/Tier 3 technical support or application support environment • Experience with support platforms and processes involving case management, SLAs, escalation procedures, incident management, and Knowledge Base development • Ability to work Monday through Friday from 8:00 AM to 5:00 PM with an hour break, with flexibility based on coverage

🏖️ Benefits

• Access to experts and resources for your Learning & Development journey • Opportunity for internal mobility • Employee referral bonus program • Employee Resource Groups (ERGs) • Annual fundraising and volunteer events to give back to communities • Paid time off, floating holidays, time off to volunteer and rollover • Paid parental leave • Medical, dental, vision and 401k plans (with match) • Flexible spending account, mass transit and dependent care plans available • Health savings account, with a annual company contribution for plan participants • Short-term and long-term disability; life insurance policies subsidized by company • Additional benefits including pet insurance, accident care, access to legal advice and more • Annual incentives based on individual and company performance