Product Support Analyst

Rehrig Pacific Company•Dallas, TX

11h

About The Position

Purpose of Role The Product Support Analyst implements and supports our data collection and tracking software (Assembly & Distribution, Vision) used by internal teams for Assembly & Distribution. This role provides technical expertise to support users and clients, supports implementation and procurement of hardware, and contributes to testing new software releases. Areas of Accountability Technical Support & Issue Resolution Provide technical support for the Assembly & Distribution application and deliver Tier 1 support for clients using Vision software. Log, document, and track client issues using JIRA and ensure all internal support documentation remains accurate and up to date. Assist field engineers during software installation and validation activities. Troubleshoot connectivity and communication layers, including cellular, Wi-Fi, and network environments. Support RFID and barcode label production, including troubleshooting print issues and maintaining Tag value databases. Offer feedback to the Support Manager to drive continuous improvement within support processes. Prepare and support nightly route files for the Cart Maintenance team. Installation & Procurement Receive incoming equipment and accurately record items within the Inventory Tracking Database. Install and configure firmware, software, and system components for handheld devices, tablets, RFID readers, and other hardware. Monitor installed hardware to ensure optimal performance and reliability. Software Testing Support testing activities for new software releases. Participate in software testing and User Acceptance Testing (UAT) to ensure system quality and reliability. Knowledge, Skills, and Experience Bachelors degree in IT, Computer Science, Management Information Systems, or equivalent experience. 13 years of experience in technical support, software testing, or related IT roles. Basic experience with SQL Server or comparable database technologies. Ability to quickly learn new concepts, tools, and technologies. Strong analytical skills and creative problem-solving abilities. Excellent time-management skills with the ability to handle multiple priorities independently. Clear and professional verbal and written communication skills in a cross-functional environment. Self-motivated, organized, and detail-oriented with a proactive work style. Proficiency with Microsoft Office applications. Working knowledge of Windows operating systems and basic IIS administration. 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 their longevity. Our team is dedicated to the values, mission, and unique culture within our organization that celebrates our people. We believe in fostering an environment where employees can be their authentic selves and know that they are viewed as integral members of the Rehrig Pacific Family.

Requirements

Bachelors degree in IT, Computer Science, Management Information Systems, or equivalent experience.
13 years of experience in technical support, software testing, or related IT roles.
Basic experience with SQL Server or comparable database technologies.
Ability to quickly learn new concepts, tools, and technologies.
Strong analytical skills and creative problem-solving abilities.
Excellent time-management skills with the ability to handle multiple priorities independently.
Clear and professional verbal and written communication skills in a cross-functional environment.
Self-motivated, organized, and detail-oriented with a proactive work style.
Proficiency with Microsoft Office applications.
Working knowledge of Windows operating systems and basic IIS administration.

Responsibilities

Provide technical support for the Assembly & Distribution application and deliver Tier 1 support for clients using Vision software.
Log, document, and track client issues using JIRA and ensure all internal support documentation remains accurate and up to date.
Assist field engineers during software installation and validation activities.
Troubleshoot connectivity and communication layers, including cellular, Wi-Fi, and network environments.
Support RFID and barcode label production, including troubleshooting print issues and maintaining Tag value databases.
Offer feedback to the Support Manager to drive continuous improvement within support processes.
Prepare and support nightly route files for the Cart Maintenance team.
Receive incoming equipment and accurately record items within the Inventory Tracking Database.
Install and configure firmware, software, and system components for handheld devices, tablets, RFID readers, and other hardware.
Monitor installed hardware to ensure optimal performance and reliability.
Support testing activities for new software releases.
Participate in software testing and User Acceptance Testing (UAT) to ensure system quality and reliability.