Job Description :
As a Support Analyst, you will be assigned to a customer as their subject matter expert (SME
You will work with the Project Team to learn everything about the customer’s business and the implementation.
You will be expected to travel on-site during the Project Lifecycle to assist with testing, documentation, training and go-live support.
You will be responsible for training the rest of the Support staff and ensuring all the documentation is in the Support System.

Work closely with the Project Team to learn the customer’s business and their requirements for the project.
Testing the system per the requirements and logging defects into our defect tracking system.
Develop and maintain user manuals and guides for training purposes as well as internal support documentation.
Update our Knowledge Base with end user and internal support documentation with the mindset of sharing your knowledge with team members and clients.
Train end users on how to use the system.
Train the support staff on how to use the system and troubleshoot issues.
Provide SME assistance to the Support team when issues are escalated, especially those deemed critical. This could be after normal business hours.
Test defect fixes and enhancements as assigned.
Travel to client sites for various reasons such as project start-up, testing, training, upgrades, physical inventory, etc. Approximately 20% per year.
When you are in the office there will be times you will support other customers when your schedule permits.
This includes logging, documenting, tracking, trouble-shooting, and monitoring problems reported by customers to ensure resolution in a timely manner consistent with company guidelines.

Required Skills
Good verbal, written communication and organizational skills, along with interpersonal skills that allow for collaboration across a diverse group of people.
Proven ability to develop user manuals and troubleshooting guides.
Experience training end-users using WMS/WCS or WES.
Extensive experience working in a Warehouse Distribution environment, including automated systems such as conveyors, AS/RS, etc.
Experience with system startup is highly preferred.
After hours on call rotation to support our customers 24 x 7 is required.
Able to work in the United States permanently. We will not sponsor an employee at this time.
This position is out of our Cincinnati, Ohio office. No relocation offered.


Client : Saxon Global

             

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