Echo Global Logistics
Associate Software Support Engineer - Chicago, IL
Echo Global Logistics, Chicago, Illinois, United States, 60290
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 usersEnsure timely resolution of TECH requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues, and documenting resolutionsWork on bug fixes with limited assistanceContribute to innovation and continuous improvementIdentify automation opportunitiesSuggest improvements in processes and procedures to increase efficiencyContribute to meeting the defined SLAs and KPIs of the teamCreate Knowledge Base articles to document problems and solutionsUtilize Knowledge Base articles to resolve issuesSupport projects related to deployment and upgrade activitiesPerform routine maintenance of select proprietary Echo applicationsOther application support work as dictated by the needs of the businessCommunicate effectively with both novice and proficient customers and end usersCollaborate regularly with both technical and business teamsMaintain a professional demeanor and positively represent Echo technology in all end user and customer interactionsWork closely with the Service Desk Leads and QA team to confirm production defects and identify alternative solutionsMaintain an attitude of commitment through an outward display of willingnessAct in the interest of the overall teamCreate and maintain a positive working relationship within the TECH Department and end user communitiesParticipate in the refinement and execution of TECH department and team initiativesParticipate in the expansion of the team's knowledge and troubleshooting skills by offering effective cross-training and documentationParticipate in on-call rotation to provide 24x7 supportWork with infrastructure and development teams to gain a deep understanding of how the application is designedCreate and maintain Standard Operating Procedures for members of the Service Desk to follow where appropriateRequired Skills:
3+ years of prior application support experience (customer service/call center)Strong problem-solving skillsExceptional customer service skillsExcellent verbal and written communication skills.Self-managed, motivated, and team-orientedAbility to multi-task in a fast paced, fluid work environmentStrong time management skills in a fast-paced environmentEffective communication skills and a keen sense of ownershipAbility to follow tasks through to their completion with a high degree of accuracy and qualityBachelor's Degree in Computer Science, Engineering, or related years of experience and technical skills - preferred but not required1+ 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 requiredFamiliar with ITIL frameworkFamiliar with AgileAbility to be thorough in collecting information for a user's environment and issue they are experiencingAbility 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 provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.
Work environment/physical demands summary:
This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.
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.
#LI-SE1
Job Duties & Responsibilities:
Provide advanced application support to end usersEnsure timely resolution of TECH requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues, and documenting resolutionsWork on bug fixes with limited assistanceContribute to innovation and continuous improvementIdentify automation opportunitiesSuggest improvements in processes and procedures to increase efficiencyContribute to meeting the defined SLAs and KPIs of the teamCreate Knowledge Base articles to document problems and solutionsUtilize Knowledge Base articles to resolve issuesSupport projects related to deployment and upgrade activitiesPerform routine maintenance of select proprietary Echo applicationsOther application support work as dictated by the needs of the businessCommunicate effectively with both novice and proficient customers and end usersCollaborate regularly with both technical and business teamsMaintain a professional demeanor and positively represent Echo technology in all end user and customer interactionsWork closely with the Service Desk Leads and QA team to confirm production defects and identify alternative solutionsMaintain an attitude of commitment through an outward display of willingnessAct in the interest of the overall teamCreate and maintain a positive working relationship within the TECH Department and end user communitiesParticipate in the refinement and execution of TECH department and team initiativesParticipate in the expansion of the team's knowledge and troubleshooting skills by offering effective cross-training and documentationParticipate in on-call rotation to provide 24x7 supportWork with infrastructure and development teams to gain a deep understanding of how the application is designedCreate and maintain Standard Operating Procedures for members of the Service Desk to follow where appropriateRequired Skills:
3+ years of prior application support experience (customer service/call center)Strong problem-solving skillsExceptional customer service skillsExcellent verbal and written communication skills.Self-managed, motivated, and team-orientedAbility to multi-task in a fast paced, fluid work environmentStrong time management skills in a fast-paced environmentEffective communication skills and a keen sense of ownershipAbility to follow tasks through to their completion with a high degree of accuracy and qualityBachelor's Degree in Computer Science, Engineering, or related years of experience and technical skills - preferred but not required1+ 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 requiredFamiliar with ITIL frameworkFamiliar with AgileAbility to be thorough in collecting information for a user's environment and issue they are experiencingAbility 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 provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.
Work environment/physical demands summary:
This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.
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.
#LI-SE1