Customer Support Specialist / Software Application Support/ Noc System Analyst

 Job Description – Customer Support Specialist / Software Application Support
 Job Title:Customer Support Specialist / Software Application Support
 Job Summary:
 Provide Level 1 support for One Network clients. Responsible for analyzing and investigating client-reported issues with One Network’s Software Applications. Manage inbound and outbound client communications. Includes analyzing trouble tickets opened by clients in One Network’s Issue Tracking System as well as handling client emails and phone calls and providing responses to client’s technical and application-related issues, requests or questions. 
Offer clients prompt response and resolution of issues and questions, when possible, on the initial communication.
Provide timely responses and updates on client issues captured in One Network’s Issue Tracking System.
 Essential Functions:
 

• Provide initial investigation and reproduce client-reported problems, when possible, and add corresponding information on the issue maintained in One Network’s Issue Tracking System. Route the issue to the appropriate expertise while still maintaining ownership of the issue.
• Provide necessary follow-up and ownership of the issue until it is resolved.  Update issue in the issue tracking system with status information and other update communication.
• Handle inbound emails and support phone calls to resolve clients’ technical and application-related issues and questions.
• Conduct regularly-scheduled status calls with assigned clients.
• Consistently demonstrate courtesy, professionalism and concern for the clients and resolution of their issues.
• Must have supply chain experience.

Qualifications

• 2+ years customer service experience.
• Working directly with clients and investigate client issues for complex Software Applications.
• Excellent oral and written communication skills.
• Excellent interpersonal skills.
• Experience using Microsoft Office.
• Ability to learn custom Software Applications and explain usage to users.

Special Skills:  
 

• Commitment to service
• Investigative skills
• Ability to learn software solutions in a short timeframe

Mental/Physical
Qualifications:
Benefits:
 

• Must be capable of working under pressure.
• Requires sitting for extended periods of time paying close attention to detail.
• Must possess sufficient verbal, auditory, and visual capabilities to adequately communicate via phone and in person.
• Must be able to move freely about buildings.

 

• Medical
• Life
• Dental
• Vision (many plans to choose from)
• 401k match
• Generous vacation time off
• Employee referral program
• Employee assistance program 

 
About One Network Enterprises:
One Network is the leader in supply chain control towers and provider of the Digital Supply Chain Network™. It is the only solution that gives supply chain managers and executives end-to-end visibility and control with one data model and one truth, from raw material to last-mile delivery. Powered by NEO, One Network’s machine learning and intelligent agent technology, it enables seamless planning and execution, across inbound supply, outbound order fulfillment, and logistics, matching demand with available supply in real-time. Lead your industry by providing the highest service levels and product quality at the lowest possible cost. For more information, please visit www.onenetwork.com.
One Network Enterprises is committed to providing equal treatment and opportunity in all aspects of recruitment, selection, and employment, regardless of gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, or any other legally protected category. ONE is an equal opportunity employer dedicated to creating a welcoming community and an environment free of discrimination, harassment, and retaliation. We at ONE believe that great people make great organizations. We value our employees and provide a wide range of benefits.