Urgent recruitment for -Support Analyst

Job Description

The Support Analyst is a member of BluJay (now a part of E2open) s Support Services Team, responsible for working with E2open s customers and resellers to manage and resolve incidents relating to our products and integration tools. Primary activities include issue diagnosis, troubleshooting, and incident management. The analyst will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction. E2open s support center operates from 8 a.m. to 8 p.m. EST.Essential Functions/Responsibilities:
• Respond to contact from customers and resellers, via phone, email and electronic incident submission.
• Effectively interact with customers of all ability levels to understand the customers request and rapidly assess severity level.
• Define, research, and resolve customer issues in a timely accurate manner, routing non-technical issues to appropriate Kewill personnel using approved business processes.
• Provides timely updates to the customer, coworkers, and management on the status of outstanding issues.
• Maintain status of issues in the call-tracking system and performs appropriate follow-up on escalated issues.
• Documents complex issue resolutions for both the customer and internal reference, following the appropriate support process.
• Serves as a subject matter expert (SME) and reviewer in the development of documentation and training materials.
• Assists senior team members with complex issues to gain experience and exposure to more advanced problems.
• Conveys customer feedback to appropriate business areas such as Marketing, Product Management and Development.
• Contribute, review and maintain knowledge base content on an ongoing basis.
Other Responsibilities:
• Performs other duties as needed
• Participates non-compensated 24x7 call rotation
Required Skills/Experience:
• Demonstrated successful customer service experience with the ability to manage moderate to complex customer issues with calm, comfort, and ease
• Strong troubleshooting and support skills, including the ability to creatively utilize all available resources to satisfy customer
• Ability to take ownership of moderate issues/assignments and follow through to completion
• Demonstrates aptitude to prioritize and handle multiple issues simultaneously
• Effective oral and written communication skills
• Strong attention to detail and accuracy
• Ability to work independently in a fast paced technical environment
• Ability to function and contribute in team environment
• Effective time management and project management skills
• Must be willing to work flexible hours
• Familiarity with shipping automation software, the transportation industry, or custom brokerage is a plus
• Minimum of 2 years experience working in a technical support environment
• Associate degree or completion of technical college, with computer science focus, is preferred
Technologies for the Desktop Products:
• Microsoft Operating Systems
• Microsoft Office Suite
• Internet and networking technologies
• Industry certifications, MCP, MCSA, MCSE, A+, Network+ or Server+ desired.
• Familiarity with a programming language is a plus but not required
Technologies for the Trade & Logistics Products:
• Microsoft Operating Systems
• Microsoft Office Suite
• Internet and networking technologies
• Familiarity with one of the following platforms: Alpha RMS, Alpha Oracle, Integrity RMS, Integrity Oracle, or Unix Oracle
Technologies for the Enterprise Products:
• Microsoft Operating Systems
• Microsoft Office Suite
• Internet and networking technologies
• Web Servers (Apache or IIS)
• Databases and database management systems (SQL, MySQL, Oracle)
• Familiarity with a programming language (VB or C++) and ASP or PHP-based web programming
Physical Requirements:
• General office environment and responsibilities requiring keyboarding, sitting, standing, walking, and lifting objects up to 15 pounds.
E2open is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.E2open participates in the E-verify program in certain locations, as required by law.#LI-Remote,

Keyskills :
troubleshootingequal employment opportunityknowledge basedrug free workplacecustomer focussupport centercustomer relations