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Software Support Engineer

1 month ago

Chicago, United States Echo Global Logistics Full time
The Associate Software Support Engineer works independently and as part of the End User Computing team to support and maintain Echo core applications. This role serves as a point-of-contact for end users reporting various application issues. It is pertinent that this person demonstrates proficiency in all Echo business functions and applications. They must exhibit effective communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all assigned problems and solutions are worked, escalated, and communicated in a timely manner.

Job Duties & Responsibilities:

  • Provide advanced application support to end users
  • Ensure timely resolution of TECH requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues, and documenting resolutions
  • Work on bug fixes with limited assistance
  • Contribute to innovation and continuous improvement
  • Identify automation opportunities
  • Suggest improvements in processes and procedures to increase efficiency
  • Contribute to meeting the defined SLAs and KPIs of the team
  • Create Knowledge Base articles to document problems and solutions
  • Utilize Knowledge Base articles to resolve issues
  • Support projects related to deployment and upgrade activities
  • Perform routine maintenance of select proprietary Echo applications
  • Other application support work as dictated by the needs of the business
  • Communicate effectively with both novice and proficient customers and end users
  • Collaborate regularly with both technical and business teams
  • Maintain a professional demeanor and positively represent Echo technology in all end user and customer interactions
  • Work closely with the Service Desk Leads and QA team to confirm production defects and identify alternative solutions
  • Maintain an attitude of commitment through an outward display of willingness
  • Act in the interest of the overall team
  • Create and maintain a positive working relationship within the TECH Department and end user communities
  • Participate in the refinement and execution of TECH department and team initiatives
  • Participate in the expansion of the team‘s knowledge and troubleshooting skills by offering effective cross-training and documentation
  • Participate in on-call rotation to provide 24x7 support
  • Work with infrastructure and development teams to gain a deep understanding of how the application is designed
  • Create and maintain Standard Operating Procedures for members of the Service Desk to follow where appropriate

Required Skills:

  • 3+ years of prior application support experience (customer service/call center)
  • Strong problem-solving skills
  • Exceptional customer service skills
  • Excellent verbal and written communication skills.
  • Self-managed, motivated, and team-oriented
  • Ability to multi-task in a fast paced, fluid work environment
  • Strong time management skills in a fast-paced environment
  • Effective communication skills and a keen sense of ownership
  • Ability to follow tasks through to their completion with a high degree of accuracy and quality
  • Bachelor‘s Degree in Computer Science, Engineering, or related years of experience and technical skills - preferred but not required
  • 1+ year of experience working with a DBMS (SQL Server Management Studio a big plus). Able to modify & execute basic queries and check data.
  • Basic understanding of HTTP requests (Get, Post, Delete, etc.) and what an API is (Big plus if experience working with Postman or another API tool)
  • Experience with VB.Net and C#
  • Experience working with application monitoring tools like Splunk or Dynatrace - preferred but not required
  • Familiar with ITIL framework
  • Familiar with Agile
  • Ability to be thorough in collecting information for a user‘s environment and issue they are experiencing
  • Ability to follow detailed SOPs with consistency and little intervention from others after receiving training

Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.

Work environment/physical demands summary:

This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.

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