Mid-Level Support Analyst II
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. We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency. What a day in the life looks like 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. What you bring to the team 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, communication, and problem-solving skills. Ability to prioritize tasks and self-manage. 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) Why join us? At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better. We believe the future is better when supply chains work better. We are an equal-opportunity employer and committed to inclusion in the workplace. At Infios, we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued—whether they look, think, move, believe, or love differently. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at [email protected] Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. Applications must be submitted via our career site.