Technical Support Service Analyst

Made4net • Lombard, IL

15h • Hybrid

About The Position

The Technical Support Service Analyst plays a critical role in delivering exceptional technical support to our customers by diagnosing, troubleshooting, and resolving software related issues tied to our applications and platforms. This role partners closely with customer IT teams and internal stakeholders to ensure reliable system performance, seamless functionality, and excellent user experience. This position is ideal for a technically skilled, customer focused professional who thrives in a fast-paced environment, enjoys problem solving, and is passionate about helping users succeed through hands on support and training.

Requirements

• Bachelor’s degree in computer science or a related field, or equivalent experience through certifications, vocational training, or hands on work
• Five years of experience in a Help Desk or technical support environment
• Three years of experience supporting logistics-based systems or environments
• Strong troubleshooting expertise with a proven ability to resolve complex technical issues
• Demonstrated ability to work independently in a fast paced, deadline driven environment
• Technical Agility: Demonstrates strong technical curiosity and the ability to quickly learn and adopt new technologies while evaluating their business impact
• Customer Focus: Builds strong relationships and delivers solutions that prioritize customer success
• Continuous Learning: Embraces experimentation and learning from both successes and challenges
• Effective Communication: Communicates clearly and confidently across diverse audiences and technical levels
• Proficiency with Microsoft Office Suite including Word, Excel, and PowerPoint
• Working knowledge of Internet based software, Oracle, WMS platforms, SQL, or Toad

Nice To Haves

• Experience with Synapse (3PLExpert)
• Familiarity with Third Party Logistics Warehouse Management Systems (WMS)
• Experience with Crystal Reports, Niceware, or Loftware is a plus

Responsibilities

• Serve as a primary point of contact for customers by providing responsive and effective technical support via phone, email, and ticketing systems
• Diagnose and resolve software, hardware, connectivity, and system performance issues impacting customer operations
• Provide step by step guidance and routine training to end users to ensure effective utilization of company applications
• Manage and prioritize support tickets to ensure timely resolution and adherence to service expectations
• Handle non-routine or complex technical issues independently or in collaboration with senior support staff
• Analyze support trends and activity to recommend process or procedural improvements that enhance the overall user experience
• Communicate regularly with supervisors regarding recurring issues, system performance trends, and customer feedback
• Collaborate with internal teams to resolve broader customer issues, recommend additional training opportunities, and coordinate software or procedural changes
• Support the Professional Services team during customer implementations and system installations

Benefits

• Comprehensive health benefits including medical, dental, and vision with a robust wellness program
• Generous paid time off policy
• Company matched 401(k) retirement plan
• Tuition reimbursement to support continued education and career development
• Employee Assistance Program offering confidential counseling and support services
• Discretionary employee bonus program
• Employee discounts and perks through our PEO

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees