Support Analyst

4 weeks ago

Nashville, United States ColdTrack Full time
Job DescriptionJob DescriptionDescriptionWe are looking for an OMS/WMS Support Analyst to join our Technology Team

As a member of ColdTrack's technical support team, the OMS/WMS Support Analyst plays a crucial role in providing technical assistance and support to both customers and internal teams. In this position, you will be responsible for ensuring smooth software application utilization, specifically in relation to our Order Management and Warehouse Management systems (OMS/WMS), but in addition to all other supporting softwares.
The primary responsibilities of this role will be to resolve software issues, troubleshoot technical problems, and provide guidance and training to users. You will also be expected to handle customer inquiries, document processes, and work through support tickets. To excel in this role, you must possess excellent communication, analytical, and problem-solving skills, as well as a deep understanding of software development and programming languages.Moreover, having experience with warehouse operations and WMS can provide a greater understanding of the complexities involved in managing warehouse operations, allowing for better support and problem-solving. This knowledge will be a valuable asset in collaborating with other teams to resolve complex technical issues.
If learning the ins and outs of software and assisting customers and internal teams gets you excited, keep reading to learn more

Key Responsibilities
  • Identify, troubleshoot, and resolve complex technical problems and system errors
  • Respond to and resolve technical issues related to software applications, including those within warehouse management systems (WMS) 
  • Lead and complete complex customer projects within our OMS platform
  • Document and track project requests, maintaining accurate records of customer interactions, technical issues, and resolutions 
  • Collaborate with other teams such as Onboarding, Warehouse Operations, Engineering, and Customer Success to resolve technical issues that cannot be resolved directly
  • Provide technical support for the setup of new customer onboarding projects
  • Support and Configure new integrations and existing plug-ins with third-party applications, including customer shopping carts and regional and national freight and shipping service providers
  • Continuously improve knowledge of software applications, including new features and functionalities, in order to provide the highest quality of support
  • Contribute to the development of knowledge base articles, user manuals, SOPs, and other technical documentation to improve internal and external self-help resources
  • Willing to periodically travel if necessary


Skills, Knowledge and Expertise
  • Bachelor's degree (BA) or equivalent from four-year college preferred specifically in a technology related field
  • Prior experience using or supporting OMS/WMS required
  • JSON API and/or Software Integration experience required
  • 2+ years related experience and/or training in JavaScript, TypeScript, or additional programming languages required
  • 2+ years Basic Coding, Programming and Scripting experience preferred
  • Experience supporting production level software applications
  • Excellent organizational and time management skills with the ability to function in a fast-paced multifunctional environment where priorities change quickly
  • Ability to work in a professional manner, be flexible and handle interactions with all levels of the organization and with external clients
  • SQL experience is a plus

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