Longbow Advantage is hiring a
Support Analyst, Remote - Worldwide

Summary

The Support Analyst at Longbow Advantage provides first-level technical support, identifies user experience pain points, recommends improvements, and ensures the overall healthy operation of Rebus. A bachelor's degree or 5+ years equivalent work experience in Warehouse/Labor Operations or Technical Support is required.

Requirements

• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Benefits

• 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