The position of Application Support Specialist will require an ambitious, professional individual to support our customers using the Ignition WMS Software. This position requires knowledge of complex configurable software solutions and warehouse operations such as inbound, inventory control, outbound, as well as experience with RF and Voice controlled devices. The individual in this position will regularly interface with distribution and manufacturing companies as well as interact across multiple departments internally. It will be your responsibility to manage the client relationship effectively by learning their business processes, offering suggestions on the configuration &use of the application, critically think to solve complex problems, and communicate effectively to both internal and external stakeholders.
Consultant Duties and Responsibilities
- Serve as a functional application expert of Ignition WMS in a fast-paced environment
- Requires critical thinking, troubleshooting, validation testing, write-ups, application training and professional communication both internally and externally
- Review all new support tickets, replicate the issues, and ensure the expected results are documented before assigning to the development team
- Manages tasks that may go between departments or cross-functional teams for each individual client task
- Be a liaison between development staff and the customer
- Manage multiple tasks concurrently
- Develop business requirements and high-level specifications for the design and development of software enhancements based on customer’s requests
- Collect information from customers when they request changes (e.g., report customizations) or report problems with an application.
- Analyze application configurations with the objective of explaining to a customer why the application behaves a certain way
- Make appropriate configuration adjustments to the application based on customer preferences
- Be able to assist customers with questions on RF and Voice devices and understand general use
- Promote customer success services to add to revenue stream
- Provide timely updates to customers on all outstanding tickets and projects
- Ensures all customer action requests are completed within schedule and delivered satisfactorily to the client’s requirements.
- Communicate the newest features of the most current upgrades to customers
Knowledge and Skills
- Previous WMS Support and/or WMS Implementation experience
- Understanding of RF and Voice devices and their general use
- Understanding of supply chain software solutions
- Self-motivated with a high level of initiative
- Team player with a customer service focused attitude
- Must be able to define and document effective/efficient processes and possess strong project management skills
- The ability to multi-task and manage across multiple customer and internal activities
- Excellent communication and interpersonal skills
- Proposes creative solutions and innovations
- English Speaking is required
Degrees, Certificates and Experience
- Undergraduate degree
- Minimum 5 years’experience in WMS software
Work Environment
- Telecommuting is an option
- Extensive computer work required