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. ***