Technical Support Analyst - Warehouse Management Systems (WMS)

We are seeking a highly motivated and skilled Technical Support Analyst to join our software company specializing in warehouse management solutions. As a Technical Support Analyst, you will be responsible for providing exceptional technical support to our clients, resolving their software-related issues, and ensuring the smooth operation of our warehouse management solutions. Your expertise and dedication to customer satisfaction will be essential in maintaining strong client relationships and maximizing the value they derive from our software.

Location:

Preferred location is the Washington DC area (Reston, VA) in order to take advantage of a hybrid office/remote work environment for collaboration and ongoing training.  Virtual candidates will be considered based on experience level and fit for role.

Hours: 11AM EST – 8PM EST

RESPONSIBILITIES:

• Provide efficient and effective technical support to clients using our warehouse management solutions via CRM application, phone, email, or remote access.
• Diagnose, investigate, troubleshoot, repair and debug complex software issues reported by clients.
• Collaborate with clients to gather detailed information about problems, analyze log files, and perform system investigations to identify the root causes of issues.
• Guide clients in the setup, configuration, and usage of our warehouse management software, ensuring optimal performance and utilization.
• Ensure escalation and support processes are followed.
• Document client interactions, technical solutions, and troubleshooting steps in a comprehensive manner for future reference.
• Collaborate closely with cross-functional teams, including Development and Solutions Delivery to escalate and resolve complex technical issues.
• Stay updated with the latest industry trends, software updates, and new features of our warehouse management solutions to provide accurate information and valuable insights to clients.
• Contribute to the development and improvement of FAQs, and user guides to facilitate self-service support options for clients.
• Provide exceptional customer service, maintaining a professional and positive attitude while assisting clients with their technical needs.

QUALIFICATIONS:

• Bachelor’s degree in computer science /Information Technology or equivalent.
• 2+ years of experience in technical support or customer service roles, preferably in the software industry.
• Strong knowledge of warehouse management concepts and processes, including inventory management, order fulfillment, receiving, putaway, picking, packing, shipping, and logistics.
• Excellent problem-solving and analytical skills, with the ability to think critically and troubleshoot complex issues effectively.
• Proficiency in SQL (Oracle or MS-SQL) and database management to query and analyze data.
• Familiarity with Linux commands, HTML and Java. 
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals.
• Ability to work independently and as part of a team, managing multiple priorities and meeting deadlines.
• Customer-focused mindset with a passion for delivering exceptional service and building strong client relationships.

Note:  This job description is a general outline of responsibilities and qualifications and is not exhaustive. Additional duties and expectations may be assigned as needed to support the company's goals and objectives.  Join our dynamic team and contribute to the success of our cutting-edge warehouse management solutions. Apply today to be a part of our exciting journey!