Infios

Technical Support, L1

Infios

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Tech Stack

AWSAzureCloudCognosERPOracleSQL

About the role

  • Utilize active listening, empathy, and other emotional intelligent skills to properly handle customer interactions
  • Troubleshoot business and operational issues associated with the Warehouse Management System (WMS) and ancillary software
  • Quantify issues and provide supporting data if issues are escalated to ERP Vendor, Honeywell/Vocollect, RF Hardware Provider, Seagull Scientific, Bartender, Georgia Softworks, or other third parties
  • Manage the WMS environments and migration of configurations between environments
  • Support the operation and continuous improvement of the monitoring of cloud solutions
  • SQL performance monitoring / index and query tuning
  • Meet or exceed defined customer service satisfaction scores and meet SLAs for initial response and issue resolution
  • Maintain clear, concise communication with customers and internal teams
  • Accurately document all relevant information in the ticketing system
  • Collaborate seamlessly with internal teams, external partners, and vendors
  • Proactively escalate tickets when necessary to ensure timely resolution

Requirements

  • BA/BS Degree, Computer Science, MIS, or equivalent
  • 3+ years of technical customer support experience
  • Experience in database (SQL / Oracle) queries, stored procedures, and performance tuning
  • Knowledge of cloud infrastructure and services (AWS, Azure, Oracle Cloud Infrastructure (OCI), Google, etc.)
  • Strong customer service skills
  • Strong analytical and problem-solving skills
  • Fluency in English
  • Preferred: Supply chain and distribution industry knowledge and experience
  • Warehouse Management Systems (WMS) expertise in RedPrairie (JDA), Manhattan Associates, SAP- WM, Oracle-WM, Accellos, Infor, etc.
  • Barcode scanning and RF hardware (Intermec, LXE, Motorola, Symbol)
  • Labeling (Bartender or Loftware) experience a plus
  • Reporting (Cognos, Business Objects, SSRS) experience a plus
  • Networking (Cisco, WAN/LAN, troubleshooting)
Benefits
  • Health insurance
  • Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SQLOracledatabase queriesstored proceduresperformance tuningcloud infrastructureAWSAzureOracle Cloud InfrastructureGoogle Cloud
Soft skills
active listeningempathyemotional intelligencecustomer serviceanalytical skillsproblem-solving skillsclear communicationcollaborationproactive escalation
Certifications
BA/BS DegreeComputer ScienceMIS