Software Support Representative

Job Title: Software Support Representative  

Department: Client Support Services

Supervisor: Manager, Warranty Administration 

Job Purpose: 

Essential Duties and Responsibilities: 

• Serve as the primary point of contact for escalated technical issues related to warehouse automation and management software. 
• Diagnose, troubleshoot, and resolve complex software, hardware, and system integration problems impacting warehouse operations. 
• Provide timely support via phone, email, remote access, and in-person assistance to warehouse staff and management. 
• Document incidents, service requests, and resolutions accurately in the help desk ticketing system. 
• Collaborate with IT infrastructure teams and software vendors to escalate and resolve advanced technical challenges. 
• Assist in the deployment, configuration, and testing of new warehouse automation software releases and updates. 
• Develop and maintain user guides, FAQs, and training materials for warehouse software applications. 
• Monitor system performance and proactively identify potential issues or areas for improvement. 
• Provide mentorship and guidance to Help Desk Specialist I team members. 
• Participate in on-call rotation or after-hours support as needed. 
• All other duties as assigned by supervisor. 

Knowledge, Skills and Abilities Preferred: 

• Associate’s degree in Information Technology, Computer Science, or a related field (Bachelor’s degree preferred). 
• 2+ years of experience in a technical support or help desk role, with experience supporting warehouse or logistics software strongly preferred. 
• Solid understanding of warehouse automation systems (e.g., WMS, conveyor controls, barcode/RFID technology). 
• Familiarity with database management, networking fundamentals, and basic scripting or automation tools. 
• Excellent verbal and written communication skills; able to explain technical concepts to non-technical users. 
• Strong analytical and troubleshooting abilities with a customer-focused mindset. 
• Experience with help desk ticketing systems and remote desktop support tools. 
• Ability to work both independently and collaboratively in a fast-paced environment. 
• Flexibility to support multiple shifts or respond to operational emergencies as required. 
• Experience with major warehouse automation software platforms (e.g., Manhattan, SAP EWM, Oracle WMS). 
• Knowledge of industrial control systems or PLCs is a plus. 
• IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are advantageous. 
• Experience working with Warehouse Automation software. 

Working Conditions: 

• This position can be remote and may involve some flexible scheduling to support 24/7 operations.  
• The role requires frequent interaction with warehouse personnel and collaboration with IT team members. 
• Travel on an as needed basis. 
• Some weekend/night work required as needed. 
• Working in an office, warehouse, and manufacturing facilities. 
• Working in a stationary position for an extended period. 
• Moving or traversing for an extended period. 
• Occasional ascending and descending scaffolding and/or mezzanines. 
• Operating computers for an extended period. 
• Possible exposure to noise levels exceeding recommended DBA levels. 

***Job requirements listed indicate the minimum level of knowledge, skills, and/or ability necessary to perform the job proficiently. This job description is not an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform other job-related duties as requested by their supervisor, subject to reasonable accommodations. ***