Support Analyst

SUPPORT ANALYST, LOGISTIVIEW

LogistiVIEW is a Supply Chain software company focused on empowering our Warehousing/Distribution, Manufacturing and Retail customers to leverage new technologies that give them the edge. Focused in the areas of Vision Technologies (Augmented Reality), Automated Decision Making, Advanced Resource Planning, Human and Robotic Optimization, and Intuitive Execution, we work with our customers to solve pain points of today and prepare them to tackle the problems of tomorrow.

We are looking for a dedicated individual capable of managing multiple client issues simultaneously. Day to Day tasks include working with Android devices, assisting with customer hardware and troubleshooting issues. In addition to this, you will also be responsible for providing analytics, diagnostics, and resolution of client inquiries. Communicating effectively with the customer is a critical aspect of this role.

As a Support Analyst, you will:

• Provide expertise for the resolution of technical problems including interpreting, troubleshooting, and repair of complex issues in a 24/7 operation.
• Document and records client issues to promote transparency and understanding of technology issues.
• Facilitate equipment ordering and Return Merchandise Authorization (RMA) process.
• Partner with the development teams to reduce and resolve reoccurring issues.
• Review code to diagnose and reverse engineer issues for prompt resolution.
• Escalate technical issues if additional expertise is needed.
• Deliver a high level of customer service and satisfaction under limited supervision.
• Participate in an on-call rotation to provide timely support during non-business hours.

What We Look For:

• Technical Knowledge: SQL and Java
• Effective Verbal and written communication skills
• Experience with mission critical enterprise applications highly preferred
• Strong problem-solving ability and high-level communication with customers
• Strong ability to handle multiple requests simultaneously
• High level of confidentiality regarding sensitive customer information
• Self-motivated, including taking ownership of open tickets and ensuring incidents are fully resolved.
• Bachelor’s degree (or equivalent job experience) in Computer Science, Software Engineering, Information Technology, or related fields
• Able to travel 10-15% for client events

What We Offer:

Collaborative work setting with knowledgeable technical experts

100% employer paid Medical and Dental premiums

Simple IRA retirement plan with company match

Continuous learning and development opportunities

Location: Cary, NC.