Support Analyst L1

If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better. 

As a Support Analyst L1, you are passionate about leveraging your technical expertise to provide seamless and efficient support solutions. With a keen eye for troubleshooting and a knack for problem-solving, you excel in environments where you can apply your knowledge to assist customers in navigating complex technical issues.

• 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.

• Fluency in English

• 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

We believe the future is better when supply chains work better. 

This can only be achieved when we prioritize diversity, equity, and inclusion. It’s better for our people, better for our business, and better for the world.  

That’s why at Infios we cultivate and celebrate our colleagues’ experiences and perspectives, whether they look, think, move, believe, or love differently than us.  We are committed to fostering a diverse and inclusive work environment and pride ourselves on being an equal opportunity employer. We encourage people from diverse backgrounds to apply and all qualified applicants will receive equal consideration for employment without regard to gender and identity, age, race, religion, ethnicity, ancestry, sexual orientation or expression, disability, or veteran status.