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Ann Arbor

    Application Support Analyst - Ann Arbor, United States - Longbow Advantage

    Longbow Advantage
    Longbow Advantage Ann Arbor, United States

    2 weeks ago

    Default job background
    Technology / Internet
    Description

    Longbow Advantage is a trusted supply chain partner to various Fortune 500 companies across North America and Europe. Since 2002, we have been experts in warehouse and workforce management implementations, upgrades, and integrations. More recently, we launched the Rebus Platform, helping our clients gain real-time, intelligent visibility into warehouse operations.

    We are looking for an Application Support Analyst who is passionate about building and maintaining strong customer relationships by answering customer questions and concerns and handling customer incident reports efficiently and professionally.

    The Support Analyst will provide the first level of support, answering customer phone calls, triaging incidents, maintaining Jira and client ticketing systems, following up with customers and troubleshooting.WMS experience required -Blue Yonder WMS experience heavily preferred.

    Once you join our team, you will...

    • Answer incoming support calls.
    • First level support - triage Incidents and assign to support team as needed.
    • Maintain/Synchronize Customer and Longbow incidents.
    • Ensure incidents have required information for troubleshooting.
    • Respond to customer requests (phone calls, emails, JIRA).
    • Monitor Incidents to ensure issues are resolved within SLA's.
    • Maintain/Update customer information (connection info, login/passwords) on Teams.
    • Help document knowledge base articles and internal procedures.
    • Assist in maintaining Support Services Team Page.
    • Assist support team in resolving issues with logins, connections etc.
    • Assist in maintaining after hours schedule/weekly on call.

    Skills & Experience

    • Previous experience in Customer Services, Support or Success role.
    • WMS experience required.
    • Blue Yonder WMS experience heavily preferred, other WMS experience may be considered.
    • Ability to work in team-oriented environment with extremely strong customer service skills.
    • Ability to multi-task and manage shifting priorities.
    • Strong analytical and trouble-shooting skills.
    • Excellent verbal and written communication skills.
    • Working knowledge of Windows-based PC and application software
    • Proficiency in Microsoft Excel for data analysis (formulas, pivot tables, charts, etc)

    Why Join Longbow?

    • Work/life balance
    • Competitive Salary
    • Supportive work environment
    • 4-weeks of paid vacation
    • 6 paid sick days, 2 paid personal days per year
    • Excellent health and dental benefits, eligible as of your first day
    • Group RRSP/401k Matching
    • Work from Home

    Longbow Advantage is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

    We are not able to assist with relocation or work permit applications for this role.

    All your information will be kept confidential according to EEO guidelines.

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