Technical Support Analyst

Job Summary

Championing customer experience, the full-time remote Technical Support Analyst will solve complex technical challenges by troubleshooting critical transportation management solutions and collaborating with engineering and product teams to enhance user experiences.

Key Responsibilities

• Provide exceptional multi-channel customer support by investigating, troubleshooting, and resolving complex hardware and software issues
• Perform in-depth root cause analysis across integrated enterprise systems and Transportation Management System (TMS) platforms
• Identify, document, and escalate software defects and usability enhancements to product and engineering teams for future releases

Required Qualifications

• Bachelor's degree in a technology-related field, such as Computer Science, or equivalent practical experience
• Demonstrated success conducting root cause analysis and troubleshooting complex issues across various operating systems
• Hands-on proficiency in using and troubleshooting SQL, XML, HTML, and scripting languages
• Experience with multi-channel customer support and technical documentation
• Strong adaptability and prioritization skills to manage high-severity cases effectively in a fast-paced environment