Mid-Level Support Analyst II

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Employ active listening, empathy, and other emotionally intelligent skills to effectively manage customer interactions.

• Address business and operational challenges related to the Warehouse Management System (WMS) and related software.

• Measure issues and provide supporting data if problems are escalated to ERP Vendor, Honeywell/Vocollect, RF Hardware Provider, Seagull Scientific, Bartender, Georgia Softworks, or other external parties.

• Oversee the WMS environments and facilitate the migration of configurations between different environments.

• Assist in the operation and ongoing enhancement of cloud solutions monitoring.

• Monitor SQL performance and perform index and query tuning.

• Achieve or surpass established customer service satisfaction metrics and meet SLAs for initial response and issue resolution.

• Ensure clear and concise communication with customers and internal teams.

• Properly document all pertinent information in the ticketing system.

• Collaborate effectively with internal teams, external partners, and vendors.

• Proactively escalate tickets when necessary to guarantee timely resolution.

⛳️ Requirements

• BA/BS Degree in Computer Science, MIS, or a related field.

• A minimum of 3 years of experience in technical customer support.

• Proficient in database (SQL / Oracle) queries, stored procedures, and performance tuning.

• Familiarity with cloud infrastructure and services (AWS, Azure, Oracle Cloud Infrastructure (OCI), Google, etc.).

• Exceptional customer service skills.

• Strong analytical, communication, and problem-solving abilities.

• Capability to prioritize tasks and manage time effectively.

• Proficient in English.

• Preferred: Knowledge and experience in the supply chain and distribution industry.

• Expertise in Warehouse Management Systems (WMS) such as RedPrairie (JDA), Manhattan Associates, SAP-WM, Oracle-WM, Accellos, Infor, etc.

• Experience with barcode scanning and RF hardware (Intermec, LXE, Motorola, Symbol).

• Familiarity with labeling tools (Bartender or Loftware) is a plus.

• Experience with reporting tools (Cognos, Business Objects, SSRS) is a plus.

• Knowledge of networking (Cisco, WAN/LAN, troubleshooting).

🏝️ Benefits

• Health insurance.

• Flexible working arrangements.

• Professional development opportunities.