Support Analyst

JOB REQUIREMENTS: The purpose of this role is to implement and support our Vision software, Assembly, and Distribution systems for both internal and external customers. This position serves as a primary point of contact for customers, addressing their daily requests, troubleshooting issues, and ensuring seamless system operation.

• Configure and collaborate with the Technical Project Manager to onboard new customers onto the  platform.
• Gather and analyze customer requirements to configure customer portals according to specifications.
• Collaborate with customers to tailor reports and dashboards to their needs.
• Install and configure essential software on various devices, including handheld computers, tablets, and RFID fixed/mobile readers.
• Assist in establishing data and API integrations for seamless connectivity.
• Monitor and maintain hardware and software performance to optimize system functionality.

• Provide Tier 2 technical support for customer-facing applications, ensuring timely issue resolution.
• Diagnose and troubleshoot technical and operational problems for both internal and external customers.
• Track, document, and manage customer issues using the ticketing system, ensuring accurate records and follow-ups.
• Escalate complex issues as needed and document resolution steps for continuous improvement.
• Update, maintain, and publish support documentation to enhance knowledge sharing.
• Assist field engineers with software installations and validation to ensure successful deployment.
• Troubleshoot communication layer issues, including cellular, Wi-Fi, and network connectivity across Android and iOS devices.
• Provide insights and feedback to the Operations Support Manager to drive continuous service improvements.

• Assist in testing new software releases to ensure functionality, performance, and reliability.
• Participate in User Acceptance Testing (UAT) to validate system improvements and updates.

• Bachelors degree in Management Information Systems, Computer Science, Business, or equivalent technical experience.
• Strong communication skills with the ability to collaborate effectively across functional teams.
• Sharp analytical and creative problem-solving abilities to address technical challenges efficiently.
• Proven ability to manage multiple priorities, deadlines, and issues simultaneously in a fast-paced environment.
• Quick adaptability to learning new systems, technologies, and processes.
• Proficiency in writing MS SQL queries for data troubleshooting and analysis.
• Skilled in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Knowledge of Windows OS and IIS, with the ability to troubleshoot and support system operations.
• Exposure to the  platform and experience with cloud-based solutions.
• SharePoint experience is a plus.
• Excellent time management skills, with the ability to prioritize and stay organized.
• Self-motivated and capable of working independently with minimal supervision.
• Strong verbal and written communication skills for effective customer and team interactions.
• Availability to provide on-call support outside regular business hours when necessary.
• Willingness to travel up to 10% as needed.

Why Rehrig Pacific? Rehrig Pacific is a leading manufacturer of integrated sustainable solutions for the supply chain and environmental waste industries with a diverse customer list of industry leaders. We provide end-to-end solutions including returnable plastic products, delivery lifts and sleds, technology to track those assets, and a service team to ensure t