Business Intelligence Support Specialist

Purpose of this position: The BI (Business Intelligence) Support Specialist plays a critical role in ensuring the smooth operation of business intelligence systems within an organization. This role encompasses providing technical support, troubleshooting, and maintaining BI solutions to ensure they meet the business needs effectively.

Essential Duties and Responsibilities: 

Technical Support

• Provide technical assistance and support for users of BI tools and applications.
• Troubleshoot BI system issues, resolve technical problems, and offer solutions to ensure uninterrupted access to BI resources.
• Monitor the performance and health of BI systems, conduct regular maintenance activities, and optimize system performance

Customer Support

• Interact with customers via phone, email, chat, or in-person to address inquiries, product information, order status, and general support issues.
• Resolve customer complaints, problems, and escalated issues in a courteous and efficient manner.
• Strive to exceed customer expectations and deliver exceptional service that fosters customer loyalty and retention.

Data Management

• Assist in the management and maintenance of data sources used in BI solutions.
• Ensure data accuracy, integrity, and security through validation, cleansing, and governance processes.

Documentation

• Maintain documentation of BI systems, technical specifications, and user guides.
• Document customer interactions, inquiries, complaints, and resolutions in the CRM system.

Training and Education

• Conduct training sessions and workshops to educate users on BI tools and best practices.
• Empower users to leverage BI capabilities effectively to extract valuable insights from data.

Collaboration

• Collaborate with cross-functional teams including IT, data engineering, sales, and marketing to support BI initiatives and customer service efforts.
• Share customer feedback and insights to facilitate continuous improvement and alignment across departments.

Competencies:

• Strong understanding of data warehousing concepts, data modeling, and ETL processes.
• Excellent analytical and problem-solving skills with a keen attention to detail.
• Effective communication skills with the ability to interact with stakeholders at all levels.
• Solid understanding of SQL and relational database management systems (RDBMS).
• Ability to work independently and collaboratively in a fast-paced environment.

Qualifications: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• Proven experience in a similar role, preferably in a BI or data analytics environment.
• Certification in relevant BI technologies or methodologies (not required but preferred). 

About Us 

Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive and support integration with a broad array of complimentary logistics products. 

We are the leader when it comes to software for trucking dispatch operations management, freight brokerage management, fleet management, document imaging, workflow, EDI, and business process automation solutions for trucking, freight brokerage, third party logistics, and shipper companies in the United States. 

With an established base of more than 1,200 active customers throughout North America, McLeod Software is dedicated solely to the transportation industry. This focus means we have a deep understanding of the needs and intricate details involved in carrier, broker, and freight management businesses of all types.  

Participation in the trucking and brokerage industry is extremely important to McLeod Software. We have always believed that we benefit beyond our investment from our active participation in the industry's most important organizations. In addition to national organizations like the ATA, TCA, TIA, AFTC, NTTC, and NPTC we belong to and participate in over 20 state and regional organizations.