Senior Application Support Consultant

  • Full Time
  • Remote

Website Ware2Go Ware2Go

Senior Application Support Consultant
Atlanta, GA |

About Ware2Go
Ware2Go [A UPS Company] makes warehousing, fulfillment, and 1-2 day delivery easy and affordable for businesses of all sizes. We simplify the end-to-end supply chain for merchants through innovative tech solutions and 30+ warehouses around the US. We strategically connect merchants with the right warehouse locations so they can get closer to their customers for faster, shipping at a lower cost.
Ware2Go has grown 700% in the last year and we plan to grow faster in the year to come. This is a great opportunity to step into a high impact role and grow a business that is changing an industry.

Position Summary:
Are you ready to work in a start-up environment, building a market leading technology company in the world of supply chain and logistics? You can as a Senior Application Support Consultant at Ware2Go. Ware2Go is an entrepreneurial/start-up-like team focused on leveraging the latest in mobile and cloud com-puting to revolutionize the B2B Logistics space for small and medium business. As a Senior Application Support Consultant, you will actively listen to and enable end-users with solutions to problems and issues.

● Manage software-related requests for assistance and document these issues
● Problem determination, workaround resolution, root cause analysis, major incident management
● Creation and distribution of knowledge and information with other team members and the company
● Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times
● Document software support activities thoroughly, accurately, and in a timely manner
● Support the software quality effort on software projects
● Support high level software product testing
● Document software support activities thoroughly, accurately, and in a timely manner
● Make decisions quickly, sometimes with limited information
● Review work log, customer feedback periodically with supervisor and other analysts and technicians, to identify and act on opportunities for improvement
● Receive, evaluate, prioritize incidents, and provide support for internal and remote users experiencing hardware, software, networking, server, and other technology-related issues.
● Train and assist users on an as needed basis with software and hardware inquiries.
● Embrace an ever-changing environment while simultaneously balancing multiple projects; able to switch priorities and focus as needed
● Ability to work both independently and within a team-oriented environment
● Strong organizational skills with attention to detail
● Troubleshoot technical issues as it relates to hardware devices, software programs, operating systems, mobile devices, printers, and all related peripherals via chat, email and by phone.
● Resolve technical issues – to include not but not limited: applications, password resets, network connectivity, software installations, and remote troubleshooting.

Required Qualifications:
● Bachelor’s Degree or Master’s degree (Preferred Major: Industrial Engineering, Mathematics, Manufacturing/ Production Engineering, Statistics, Operations Research or Computer Science)
● 5+ years of technical or software product support
● Ability to interface with internal business teams and external users
● Excellent analytical and problem-solving skills
● Ability to work both independently and as part of a team
● Excellent customer service skills
● Understanding of software development cycle
● Salesforce, Jira/Confluence experience is preferable
● Flexibility – responsibilities may require occasional evening and weekend work

EEO Statement
Integrated into our shared values is Ware2Go’s commitment to diversity. Ware2Go is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at Ware2Go has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To all recruitment agencies: Ware2Go only accepts resumes from agencies on the Ware2Go or UPS preferred supplier list. Ware2Go is not responsible for any fees or charges associated with unsolicited resumes

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