Find your next opportunity

Application Software Support Analyst



IT, Customer Service
Posted on Thursday, July 4, 2024

AMTECH l Application Software Support Analyst

Remote Position available for Latin American candidates only.

Mojix is a leading software provider of Item Chain Management solutions to consumer brand, retail, and industrial enterprises around the globe. We also provide development services and support to third-party customers across the globe.

We are seeking an Application Software Support Analyst to play a crucial role in delivering exceptional customer support for our innovative software solutions in the packaging industry. As part of a dynamic team, the Application Software Support Analyst will provide real-time troubleshooting, collaborate with internal teams, and advocate for our customers.

Team members must be comfortable working virtually as part of one or more customer engagements, with customers located in multiple geographies, and be willing to adjust schedules to meet the specific project's needs.

Position Location - USA (Remote).

Time Zone Requirements - This team operates on the East/West Coast time zones.

How you’ll make an impact:

  • Provide support to external customers via phone, email, and the Amtech ticketing system.
  • Document, research, track, and resolve customer software (Imaginera/EnCore) issues in a timely manner.
  • Work closely with engineering, sales, and network services to drive prompt resolution of issues
  • Deliver an exceptional client experience by identifying and documenting client needs and issues, answering incoming inquiries, effectively applying problem-solving techniques, educating clients, and following cases through to their successful resolution.
  • Troubleshoot an ever-changing variety of complex issues that require out-of-the-box thinking.
  • Collaborate with all support, QA, and development to resolve product issues.
  • Advocate for our customers and represent the Voice of the Customer to internal stakeholders.
  • Document all customer interactions in applicable systems according to current policies.
  • Respond to customers’ inquiries by gathering information and providing the best solution or appropriate next steps.
  • Educate customers on best practices to get the most value from software features or additional services.
  • Follow up with customers, users, developers, and other departments to ensure logged problems are being resolved.

What we’re looking for:

Minimum requirements:

  • Bachelor’s degree or equivalent work experience.
  • Previous experience in customer service and technical support is preferred.
  • Advanced English and Spanish - Strong oral and written communication, expert-level troubleshooting, excellent customer service, results-driven, and strong time and task management. Report writing a plus.
  • Excel in explaining technical concepts to a non-technical audience and love helping customers and turning every interaction into a positive experience.
  • Experience supporting enterprise application software, using help desk ticketing software, and querying tools like SQL Server Management Studio and Microsoft Office. Familiarity with Windows Operating Systems.
  • Adaptability to change gears quickly and handle multiple platforms and modules

What you’ll love:

  • 100% Remote
  • Holidays Off
  • Paid Time Off
  • Health insurance assistance program.
  • Competitive Pay (USD)
  • Excellent teamwork and work environment
  • Training