Support Analyst Dispatcher Support Team
ModernLogic
At ModernLogic we believe that the customer journey should not end with a successful implementation. By offering a fully integrated consulting and support services package we allow our clients to maximise the investment in their software, safe in the knowledge they are backed up by our industry leading support offering. ModernLogic’s unique subscription and upgrade service offerings allows us to tailor a solution to the specific needs of the client, ensuring they remain supported and on the upgrade path for years to come.
Role Overview
We are recruiting for an enthusiastic, dedicated Support Analyst to join our Dispatcher WMS Support team. The successful candidate will have strong functional and operational experience of the product. You may be an experienced super user or already working in a support, testing or consulting role. Most importantly you will have a passion for problem solving and commitment to delivering excellent service to our customers.
Main Responsibilities
- Interact with customers to understand and respond to functional issues
- Diagnose data, configuration or software issues using your knowledge and experience or available information resources.
- Work with Consultants and other subject matter experts to provide robust solutions and clear explanations in response to customer incidents.
- Use the Jira case handling system to log progress, update customers and record resolutions of Support issues within published SLAs
- Triage new support cases to establish priority and type (Incident, Service Request, Problem,Change) and respond accordingly.
- Support customers during testing activities
- Create supporting documentation or Knowledge base articles for common service requests
- Participate in case list review meetings with customers and key stakeholders.
- Adhere to customer CAB procedures for deployment of resolutions/changes.
Qualifications, skills and experience required
Essential
- Strong functional and operational background in Blueyonder Dispatcher WMS
- Experience of at least one full WMS implementation cycle
- Can lead customer-facing sessions with confidence and ensure issues and priorities are fully understood
- Strong analytical skills, and ability to make sense of complex and logical problems quickly
- Effective problem solver with tenacity and ability to work independently
Desirable
- Previous experience in a support setting, ideally on BY Dispatcher WMS
- Working knowledge of SQL, PL/SQL and Shell scripting
- Knowledge of AWS/OEM
- Technical knowledge of related technologies, e.g. Oracle, Unix & Java
Personal Profile
- Used to working to own initiative
- Confident and clear written and oral communication skills in English
- Works methodically with attention to detail
- Enthusiasm to learn new tools and contribute to continuous process improvement
- Personal flexibility to work hours as required
- Practical approach by using rigorous logic and methods to solve problems with effective solutions
Overview
Working hours: Monday –Friday with shift between 7am – 7pm.
This job description may be changed from time to time to reflect changing business requirements and the job holder may be required to undertake other tasks other than those that are listed that fall reasonably within the scope of the role and grade.
To apply
Please email your CV to: careers@modernlogic.com
