Support Analyst - Rebus
Remote
Full Time
Mid Level
Longbow Advantage is an end-to-end warehousing strategy company that leverages real-time data to manage people, processes, and warehouses through The Rebus® Platform, and WMS consulting services purpose-built to expand and enhance warehouse technologies.
We take a holistic approach to warehousing strategy, understanding that technology is only one piece in the solution process. Our warehouse experts work with customers to understand challenges and goals, developing a recommendation that’s aligned to the customer’s business objectives and supply chain initiatives.
What to expect
The Support Analyst is responsible for providing first-level technical support for all Rebus customers, the Rebus Infrastructure team, and the Implementation team.
This role involves identifying user experience pain points, recommending process and system functionality improvements, and ensuring the overall healthy operation of Rebus.
Once you join our team, you will…
Skills & Experience
Why Join Longbow?
Longbow Advantage is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
We are not able to assist with relocation or work permit applications for this role.
All your information will be kept confidential according to EEO guidelines.
We take a holistic approach to warehousing strategy, understanding that technology is only one piece in the solution process. Our warehouse experts work with customers to understand challenges and goals, developing a recommendation that’s aligned to the customer’s business objectives and supply chain initiatives.
What to expect
The Support Analyst is responsible for providing first-level technical support for all Rebus customers, the Rebus Infrastructure team, and the Implementation team.
This role involves identifying user experience pain points, recommending process and system functionality improvements, and ensuring the overall healthy operation of Rebus.
Once you join our team, you will…
- Technical Support:
- Provide first-level technical support for Rebus customers, Infrastructure team, and Implementation team.
- Troubleshoot and resolve technical issues, ensuring minimal disruption to users.
- Escalate complex issues to higher-level support teams as needed.
- User Experience and Process Improvement:
- Identify user experience pain points and challenges.
- Make recommendations for process and system functionality improvements to enhance user satisfaction.
- Implement approved changes to improve overall system performance and user experience.
- After-Hours Support:
- Provide after-hours support for infrastructure-related emergencies.
- Participate in a rotation for weekend maintenance and support tasks.
- Ensure timely response and resolution of after-hours incidents.
- Operational Health and Maintenance:
- Ensure the overall healthy operation of Rebus by monitoring system performance and stability.
- Conduct regular system checks and maintenance to prevent issues.
- Collaborate with other teams to address and resolve operational challenges.
- Documentation and Process Improvement:
- Maintain and improve procedural documentation and operational processes.
- Ensure documentation is up-to-date and easily accessible for the support team.
- Continuously evaluate and refine support processes to enhance efficiency and effectiveness.
Skills & Experience
- Bachelor's degree or 5+ years equivalent work experience in Warehouse/Labor Operations or Technical Support
- Experience with warehouse management systems (WMS) and logistics reporting tools.
- Proficient in troubleshooting software issues, SQL querying, and basic network/server management.
- Strong communication skills for interacting with users of varying technical abilities.
- Experience in managing support requests and maintaining high customer satisfaction.
- Ability to identify trends and root causes of technical issues.
- Strong problem-solving skills for resolving complex software problems.
- Understanding of warehouse operations, logistics workflows, and supply chain management.
- Familiarity with KPIs in warehouse environments like inventory turnover and order fulfillment rates.
- Experience in training end-users and creating support documentation.
- Ability to support software implementations and user acceptance testing.
- Ability to stay updated on software developments and industry trends.
- Adaptable to changing technologies and environments.
- Working with various teams to resolve software issues and improve functionality.
Why Join Longbow?
- Supportive work environment
- Work/life balance
- Competitive Salary
- 4-weeks of paid vacation
- 6 paid sick days, 2 paid personal days per year
- Excellent health and dental benefits, eligible as of your first day!
- Group RRSP/401k Matching
- Work from Home
Longbow Advantage is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
We are not able to assist with relocation or work permit applications for this role.
All your information will be kept confidential according to EEO guidelines.
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