FoodChain ID · 4 hours ago
Software Support Analyst
United States
Full-time
Remote
Entry, Mid LevelFoodChain ID is a leader in the New Food industry, providing services that ensure product integrity and food chain safety. The Software Support Analyst role involves providing first and second line support to customers, investigating and resolving issues, and ensuring customer success through effective communication and technical support.
Business DevelopmentFood and BeverageFood ProcessingInformation TechnologyService IndustrySoftware
Responsibilities
Investigate and resolve reported issues from FoodChain ID Customers
Specialising in Hamilton Grant products but working with other FCID companies to support their products too, leading to a Global FCID support function
Log, prioritise and keep issues up to date on the issues tracking system (FreshService), ensuring that you work to ITIL standards
Work with customers in reproducing issues in order to find resolution as thoroughly and quickly as possible
Research issues and interrogate support materials and documentation to source solutions
Escalate issues to team leaders and management as appropriate
Monitor the Cloud system and proactively investigate performance issues to avoid problems before they are reported by customers
Ensure customer success through the FCID Recipes & Specification system whilst also being aware of all FoodChain ID products to advise customers on how we can support them with all the group services
Log bugs with Development and manage customer expectations regarding delivery of fixes
Perform customer call backs and monitor calls through to resolution
Actively manage customer satisfaction and provide timely updates on call progress
Pursue system traces or queries concerning customer databases in order to gather enough information to be able to triage calls
Assist in the smooth migration of current on-premise customers to use the HG Cloud System
Carry out supplier account creation and administration ensuring the process is managed and runs smoothly
Carry out deep dive into data related issues, having experience of querying databases and ensuring best practice around resolution of data issues
Qualification
Required
Proven technical application support experience is required
Experience of troubleshooting and service support is required
Working knowledge of web protocols and infrastructure required
SQL Query experience required
High energy team player who is able to self-manage
Good attention to detail and accuracy
Excellent verbal and written communication skills
Ability to create and maintain strong work relationships both with customers and internally
Preferred
Candidates will preferably be educated to Degree level
Experience of working in a customer facing or customer service role would be considered beneficial
Company
FoodChain ID
FoodChain ID is a provider of technology-enabled, integrated testing, certification, and technical services solutions.
Founded in 1996
501-1000 employees
H1B Sponsorship
FoodChain ID 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
2022 (1)
Funding
Current Stage
Late StageLeadership Team
Conor Kearney
Chief Executive Officer
Recent News
EIN Presswire
2026-02-02
Morningstar.com
2025-10-13
Company data provided by crunchbase