Specialty
Languages and tools
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The role
The company, a supply chain software company serving healthcare and distribution, is hiring a Technical Support Analyst for its Customer Care team. You will handle the company Elite cases from a ServiceNow queue on a late-evening or weekend schedule, working remote-first.
What you will do
- Own and prioritize cases from the ServiceNow queue
- Troubleshoot the company Elite applications and integrations using logs, research and problem recreation
- Write SQL queries and read Java code and stack traces to find root causes
- Keep customers informed, confirm business impact and offer workarounds
- Escalate to EBS, Cloud Operations and BI teams when needed
- Document solutions in the knowledge base and meet SLA commitments
What they ask for
- Degree or DEC in computer science, IT or related field, or equivalent experience
- Up to 3 years in technical support, help desk or customer-facing support; recent grads with internships welcome
- Strong SQL and ability to read Java-based code, logs and stack traces
- Excellent written and spoken English
- Logical troubleshooting and composure when handling several cases
- Available for a late shift (4 PM to midnight or 5 PM to 1 AM ET) or a weekend schedule (8 AM to 8 PM ET plus two weekdays)
What they offer
- Remote-first flexibility
- Benefits and vacation from day one
- Pension plan with employer contribution
- Employee events and community initiatives
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