Infios

Support Engineer

• 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.
• 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.

Support Analyst, Level 1