Boulder, Colorado
Software Support Analyst Job Opening in Boulder, Colorado - Software Support Analyst
About the Job:
10-4 Systems is disrupting the transportation industry with real-time technology solutions that bring much-needed visibility and efficiency to the $800B market. Our solutions create cost savings and productivity gains for Carriers, Brokers and their Shippers across North America - while reducing the carbon footprint of this diesel-heavy industry.
We are in beautiful Boulder, CO, with a tremendous opportunity ahead. Due to rapid growth, we need to add Application Support to our successful integrations team!
The Software Support Analyst is responsible for the ongoing support of 10-4 Systems? customers. This position requires a strong focus on carrier onboarding, customer service, root cause analysis, and technical expertise. You will play a key role in making sure our carriers and customers are happy and their needs are being met!
What you will do:
Respond to incoming phone calls, e-mails, and chat escalations.
Guide customers through the troubleshooting process
Evaluate whether an incident should be worked, deferred, or escalated based on customer tier and issue severity.
Utilize knowledge of software to remotely troubleshoot software, internet browsers, and mobile devices via phone, email, or live chat.
Engage in quality control and technical coaching of customer support representatives in customer handling and support processes, helping and teaching them to gain autonomy in resolving issues for the first-contact resolution
Work with QA & development teams to isolate and duplicate root causes of customer issues to help define a fix for the development team to create
Coordinate with multiple departments to achieve resolution to customer problems that cannot be resolved within support
Work with customer to identify and resolve problems related to application configuration, data posting, filtering, and extraction, integrations, etc.
Act as a liaison between the sales and product development teams to help translate into technical terms and verify intended functionality for feature and product enhancement requests
Maintain support tool, knowledge base, metrics and reporting
Other duties, as assigned.
About You
You will be successful in this role if you (must haves):
2+ years of professional software support experience
Logistics experience is a major plus!
Experience with technical support ticketing and chat systems
Excellent analytical, troubleshooting, technical, and non-technical communication skills, both written and verbal
Ability to present ideas in a professional, business-positive, and user-friendly manner
Ability to define and communicate resolution plans for complex problems to both technical and non-technical customers and coworkers
Exceptional interpersonal skills both with coworkers and customers focused on listening, building rapport, and asking questions to formulate a troubleshooting and resolution plan
Ability to meet SLAs, multi-task, and work well under pressure and changing environments
Ability to balance multiple priorities based on business impact and meet deadlines in a fast-paced and changing environment; must be organized and flexible
Ability to remotely troubleshoot software, internet browsers, and mobile devices via phone, email, and chat
Working knowledge of a variety of technical diagnostic utilities
Strong documentation skills
Experience working in a collaborative, team-oriented environment
These things might help (nice to haves):
MS SQL ? ability to run and write queries
Novice web software development
Exposure to: C#, , Json
Postman/ARC
The Gig Comes with a Few Perks
Competitive compensation plan.
Great work life balance.
Fun and collaborative work environment.
Strong healthcare coverage for employee and family.
Company snacks and drinks
About 10-4
10-4 Systems is focused on building real-time technology solutions for the Transportation Industry. Our solutions are designed to create immediate cost savings and productivity gains for Carriers, Brokers and their Shippers across North America - while reducing the overall carbon footprint of the diesel-heavy Transportation industry.
Let?s Talk
If you have the qualifications and are a generally awesome person and wanting to join an exciting business, please send us your resume. We?d love to know your story.
Job Type: Full-time
Salary: $55,000.00 to $60,000.00 /year
Job Location:
Boulder, CO
Required education:
High school or equivalent
Required experience:
Software Support: 2 years
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