Application Support Analyst

We're in a fast-paced industry, and our support team is no exception. The Application Support Analyst will offer technical support and human support relating to Backhaul Direct proprietary software “Grapevine.”. This Application Support Analyst will investigate, manage, track and close customer support issues related to Grapevine. Our ideal team candidate will have a strong attention to detail and an analytic mindset with the ability to be accurate and timely. Are you ready to join us?

What will you do as an Application Support Analyst?

• Providing technical application support for our priority TMS “Grapevine” and associated services
• Working on incident tickets, monitoring systems performance, and assisting/applying fixes and upgrades
• Identify break/fix incidents versus enhancement request, work well with others cross functional teams to resolve any break/fix incidents
• Effectively test changes and enhancements to deliver the best possible solution
• Keep customers informed of how and when problems are resolved
• Identify root cause for commonly occurring issues and recommend permanent solutions
• Prioritized and balance competing issues with deference to urgency, and length of outstanding time
• Create development “bug” reports, FAQ’s, and knowledge base articles as appropriate
• Be able to communicate effectively with a wide range of end users/business users

What skills and/or qualifications do you need to be successful as an Application Support Analyst?

• Bachelor's Degree in Information System, Business Administration, IT or any other related fields required 1-3 years of customer technical application support experience is required
• Experience within the transportation and logistics industry a plus
• Basic understanding of Structured Query Language (SQL)
• Knowledge of other programming languages including Java, .Net language and HTML
• Knowledge of standard IT hardware and equipment
• Ability to diagnose and solve application issues
• Self-starter with strong written and verbal communication skills
• High degree of accuracy and attention to detail
• Possess strong work ethic and desire for continuous improvement
• Strong organizational and time management skills, driving tasks to completion

Why choose Backhaul Direct as an Application Support Analyst?

• Competitive salaries with bonus opportunities
• Remote work flexibility
• Nonexistent dress code (disclaimer: public nudity is highly discouraged and probably illegal)
• Training programs (think of it as getting paid to continue your education)
• Strong fundamentals about who we are (Our Fundamentals | Backhaul Direct)
• Robust benefit packages (including medical, dental, vision, life, disability, 401k match, PTO, and paid holidays)
• Internal growth opportunities for high performers
• This is a preferred in-office position with flexibility for a hybrid schedule (3 days office/2 days remote) upon completion of training.

Backhaul Direct provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Job Type: Full-time