Software Support Analyst

Job Functions:

• Serve as the initial point of contact for warehouse customers, offering exceptional support via phone, email, or chat while maintaining professionalism and empathy
• Share weekly-rotating 24-hour on-call responsibilities with other team members
• Analyze and troubleshoot customer inquiries, identifying and implementing timely solutions to meet or exceed customer expectations
• Maintain a support ticket backlog and advocate for the customer
• Collaborate with cross-functional teams, including business analysts, software and PLC developers, to investigate and lead the resolution of issues
• Collaborate with development teams by assisting with light coding tasks to enhance customer-facing tools and interfaces
• Contribute to innovation and continuous improvement in software support processes, methodologies, and tools
• Contribute to the enhancement of support processes and workflows to improve efficiency and customer satisfaction
• Availability to travel to customer sites for diagnosing exceptionally complex issues. Expected travel: 0 – 6 weeks annually.

Required Skills / Abilities:

• Strong communication and interpersonal skills
• Strong desire to understand and meet customer needs, ensuring a positive support experience
• Strong analytical and problem-solving skills
• Strong desire to learn
• Experience with SQL, C#, and other .NET technologies
• Good collaboration skills
• Works effectively with minimum direction

Desired Education / Experience:

• Bachelor’s degree in Computer Science or a related field
• At least 2 years of professional support experience or similar experience
• Fluency in both English and Spanish is a plus

Physical Requirements:
 

• Must be able to communicate in English with a clear, concise, and active manner
• Must possess visual acuity adequate to perform job duties, including reading information from printed sources and computer screens
• Must be able to operate at a computer for long periods of time
• Desired: ability to work in-person in York, PA one day per week

Machines/Tools/Equipment:

• All computer and networking-related equipment are provided to employees for use in performing their necessary tasks.