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Made4net · 1 day ago

Technical Support Service Analyst

Lombard, IL

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Made4net is a company dedicated to providing exceptional technical support to its customers. The Technical Support Service Analyst plays a critical role in diagnosing and resolving software-related issues, ensuring reliable system performance and excellent user experience through hands-on support and training.

ComputerCRMSaaSSocial CRMSoftwareTransportation

H1B Sponsor Likely

Responsibilities

Serve as a primary point of contact for customers by providing responsive and effective technical support via phone, email, and ticketing systems

Diagnose and resolve software, hardware, connectivity, and system performance issues impacting customer operations

Provide step by step guidance and routine training to end users to ensure effective utilization of company applications

Manage and prioritize support tickets to ensure timely resolution and adherence to service expectations

Handle non-routine or complex technical issues independently or in collaboration with senior support staff

Analyze support trends and activity to recommend process or procedural improvements that enhance the overall user experience

Communicate regularly with supervisors regarding recurring issues, system performance trends, and customer feedback

Collaborate with internal teams to resolve broader customer issues, recommend additional training opportunities, and coordinate software or procedural changes

Support the Professional Services team during customer implementations and system installations

Qualification

Technical support experienceTroubleshooting expertiseLogistics-based systems supportMicrosoft Office SuiteSQLTechnical agilityWMSCrystal ReportsEffective communicationCustomer focusContinuous learning

Required

Bachelor's degree in computer science or a related field, or equivalent experience through certifications, vocational training, or hands on work

Five years of experience in a Help Desk or technical support environment

Three years of experience supporting logistics-based systems or environments

Strong troubleshooting expertise with a proven ability to resolve complex technical issues

Demonstrated ability to work independently in a fast paced, deadline driven environment

Proficiency with Microsoft Office Suite including Word, Excel, and PowerPoint

Working knowledge of Internet based software, Oracle, WMS platforms, SQL, or Toad

Preferred

Experience with Synapse (3PLExpert)

Familiarity with Third Party Logistics Warehouse Management Systems (WMS)

Experience with Crystal Reports, Niceware, or Loftware is a plus

Benefits

Comprehensive health benefits including medical, dental, and vision with a robust wellness program

Generous paid time off policy

Company matched 401(k) retirement plan

Tuition reimbursement to support continued education and career development

Employee Assistance Program offering confidential counseling and support services

Discretionary employee bonus program

Employee discounts and perks through our PEO

Company

Made4net

Made4net offers warehouse management, and transport management system.

Founded in 2004

Hackensack, New Jersey, USA

51-200 employees

http://www.made4net.com/

H1B Sponsorship

Made4net has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (3)