Senior Technical Support Consultant

Job Description

Why SNS?

At SNS, we are committed to investing in our employees and recognizing the value they bring to our organization. As a stable, long-term employer with decades of experience, we prioritize career growth and development opportunities for our team members. Our flexible work environment fosters creativity and collaboration, and we reward teamwork and performance while promoting positivity. Joining our highly experienced team means working alongside some of the world’s biggest brands, providing you with invaluable insights into operating on a global stage. Above all, we foster a culture of collaboration and innovation, encouraging our team members to bring their unique and innovative ideas to the table.

About the job

We are seeking a highly skilled and experienced Senior Support Technical Consultant to join our team. The successful candidate will be responsible for providing technical support, troubleshooting, and problem resolution for our Infor WMS customers.

Your role will also involve collaborating with our implementation and support teams to identify and resolve technical issues related to Infor WMS interfaces with other applications. You will proactively identify potential technical issues and develop and implement solutions to prevent them. Additionally, you will keep up to date with the latest Infor WMS developments and technologies, enabling you to provide expert advice and support to our customers.

Responsibilities:

• Manage client relations by providing technical support, suggesting functional enhancements, and delivering other customer services.
• Work with customers to identify and analyze technical problems and provide solutions.
• Record and update issues and related resolutions in the SNS Customer Support system.
• Analyze and debug issues related to system interfaces with other applications.
• Develop and maintain documentation related to system configuration, customization, and problem resolution.
• Collaborate with Infor WMS implementation teams and other support teams to identify and resolve technical issues.
• Proactively identify areas of potential technical issues and develop and implement solutions to prevent them.
• Keep up to date with the latest Infor WMS developments and technologies.
• Conduct Technical training to SNS customers.
• Responsible for testing fixes prior to installation on test or production environments.
• Develop positive working relationships with clients and internal support resources.
• Assist in the transition of new accounts to the Customer Support department.
• Recognize and suggest potential customizations and operational development for the client’s current business operations.
• Take the lead on conference calls or meetings to sort out conflicts or complex situations with customers.
• Train new Technical Consultants on issue resolutions and provide assistance to them when necessary.

What we’re looking for

• Bachelor’s degree in computer science or a related field.
• Minimum of 5 years of experience in providing technical support or a similar position.
• Possess strong technical skills in software, operating systems, databases, and programming languages.
• Demonstrate excellent problem-solving skills to quickly diagnose and troubleshoot technical issues and provide effective solutions to customers.
• Exhibit effective communication skills, both verbally and in writing, to explain technical issues and solutions clearly and professionally to customers and technical teams.
• Display a customer-service orientation, empathize with customers’ concerns, and commit to providing exceptional customer service and timely resolution of customer issues.
• Willingness to work flexible hours.
• Very high ethics and strong values.

Benefits

• Gain multinational exposure working with the largest companies in the world
• Hybrid and Flexible hours
• We encourage and support ongoing professional development, offering opportunities for training and education, as well as the chance to work with cutting-edge technologies and projects.
• We believe in work-life balance and offer flexible scheduling options to accommodate our employees’ needs.
• We offer competitive salaries and benefits packages, including health insurance, yearly Bonus, and other incentives. 
• We are a company that is dedicated to making a positive impact in our community and the world, and our employees have the opportunity to contribute to meaningful projects and initiatives.

SNS: A Global Business

Established in 2006, SNS is a global consultancy and software implementation company specializing in supply chain innovation and digitalization. With more than 375 customers across 40 countries, we work with some of the world’s biggest, most successful brands, supporting their continued business growth and helping them to stand head and shoulders above the competition.

We are looking for motivated and passionate individuals to join our team and help us continue to grow and succeed. If you’re looking for a challenging and rewarding career in the technical support field, we encourage you to apply to SNS today!