at Echo Global Logistics in Chicago, Illinois, United States
Job Description
The Associate Software Support Engineer works independently and as part of the End User Computing team to support and maintain Echo core applications. This role serves as a point-of-contact for end users reporting various application issues. It is pertinent that this person demonstrates proficiency in all Echo business functions and applications. They must exhibit effective communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all assigned problems and solutions are worked, escalated, and communicated in a timely manner.
The Associate Software Support Engineer works independently and as part of the End User Computing team to support and maintain Echo core applications. This role serves as a point-of-contact for end users reporting various application issues. It is pertinent that this person demonstrates proficiency in all Echo business functions and applications. They must exhibit effective communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all assigned problems and solutions are worked, escalated, and communicated in a timely manner.
Job Duties & Responsibilities:
Provide advanced application support to end users
Ensure timely resolution of TECH requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues, and documenting resolutions
Work on bug fixes with limited assistance
Contribute to innovation and continuous improvement
Identify automation opportunities
Suggest improvements in processes and procedures to increase efficiency
Contribute to meeting the defined SLAs and KPIs of the team
Create Knowledge Base articles to document problems and solutions
Utilize Knowledge Base articles to resolve issues
Support projects related to deployment and upgrade activities
Perform routine maintenance of select proprietary Echo applications
Other application support work as dictated by the needs of the business
Communicate effectively with both novice and proficient customers and end users
Collaborate regularly with both technical and business teams
Maintain a professional demeanor and positively represent Echo technology in all end user and customer interactions
Work closely with the Service Desk Leads and QA team to confirm production defects and identify alternative solutions
Maintain an attitude of commitment through an outward display of willingness
Act in the interest of the overall team
Create and maintain a positive working relationship within the TECH Department and end user communities
Participate in the refinement and execution of TECH department and team initiatives
Participate in the expansion of the team's knowledge and troubleshooting skills by offering effective cross-training and documentation
Participate in on-call rotation to provide 24x7 support
Work with infrastructure and development teams to gain a deep understanding of how the application is designed
Create and maintain Standard Operating Procedures for members of the Service Desk to follow where appropriate
Required Skills:
3+ years of prior application support experience (customer service/call center)
Strong problem-solving skills
Exceptional customer service skills
Excellent verbal and written communication skills.
Self-managed, motivated, and team-oriented
Ability to multi-task in a fast paced, fluid work environment
Strong time management skills in a fast-paced environment
Effective communication skills and a keen sense of ownership
Ability to follow tasks through to their completion with a high degree of accuracy and quality
Bachelor's Degree in Computer Science, Engineering, or related years of experience and technical skills - preferred but not required
1+ year of experience working with a DBMS (SQL Server Management Studio a big plus). Able to modify & execute basic queries and check data.
Basic understanding of HTTP requests (Get, Post, Delete, etc.) and what an API is (Big plus if experience working with Postman or another API tool)
Experience with VB.Net and C#
Experience working with application monitoring tools like Splunk or Dynatrace - preferred but not required
Familiar with ITIL framework
Familiar with Agile
Ability to be thorough in collecting information for a user's environment and issue they are experiencing
Ability to follow detailed SOPs with consistency and little intervention from others after receiving training
Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics... For full info follow application link.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.
