Level I Support Analyst

Position Overview:
Customer Service Level I position will report to the Customer Service Manager. Person will be expected to take ownership and be the single point of contact for our customers’ problems until they are resolved to their satisfaction.   Person will also be expected to work on customer support special projects related to BestTransport approach to customer retention.  Candidate must have a technical and customer service background.  Bachelor’s degree and ability to demonstrate a two-year track record of customer service objectives achievement is preferred.

Profile

• Technical and analytical analyst for customer solutions support and special customer service projects.
• Facilitator for shipper and carrier trainings – both initial and ongoing.
• Partner in the implementation launch process.
• Assistant for any internal testing that is requested by Development.
• Proactive communicator and doer.  Driven to hit performance targets.
• Multi-tasker with strong organization and prioritization skills.
• Team Player. 
• Call center and customer service management experience mandatory.
• Bachelor’s degree preferred.

Essential Job Functions

Daily Activities

• Answer Incoming Support Calls & Operator Calls
• Monitor CS Info
• Monitor and answer Bold Chat inquiries from Carriers & Suppliers
• Case Monitoring and Follow-up
• See case reporting and escalation
• Carrier Services – Acceptance, Rejection, and Status Information
• Offer services to accept/reject tender offers and update status information for carriers as needed or as an additional service for small carriers
• Implementation Support
• Cross-reference carrier lists supplied by customers
• Assist with customer UAT testing
• Launch Assistance & Support
• Call new carriers to get registered and set-up for training
• Monitor loads for new implementations, after initial go-live, to ensure that carriers are responding in timely manner

Training Activities

• Carrier Training
• Schedule may vary depending on upcoming implementations
• Carrier training updates and reports for customers
• Shipper Training – As needed

Testing Activities

• Assist with internal testing for system enhancements
• Assist with customer UAT testing for both implementations and customer-specific enhancements

Case Reporting and Escalation

• All cases that are not resolved, are reported to Level 2 for research via Sales Force
• All cases resolved immediately, are logged in Sales Force as case with Priority = 0
• Responsible for tracking through to resolution based on feedback and comments in Sales Force ticket.  Timeframes are outlined in priority matrix

Other Skills/Abilities

• Microsoft Office – Word, Excel, Powerpoint
• Microsoft Windows
• Microsoft Internet Explorer
• Mozilla Firefox

Compensation

• Salary commensurate with experience.
• Participation in standard benefits offering.
• Agree to abide by our standard policies and procedures.
• Employment at will.

Senior Software Developer

Responsibilities:

• Responsible for planning, processing and performing all jobs in an efficient manner with minimal supervision
• Design and develop programming systems making specific determinations about system performance, testability and scalability
• Expected to conduct system analysis and development to keep our systems current with changing technologies
• Analyze system specifications and translate system requirements to task specifications for junior programmers
• Responsible for analysis of current programs including performance, diagnosis and troubleshooting of problem programs, and designing solutions to problematic programming
• Designing, coding, testing, defect management, and production support (in collaboration with Operations team)
• Writing unit tests, automated regression tests and tracking defects as they occur
• Under minimal supervision, follow established processes and procedures to provide customer support to clients via telephone, email, fax, or chat utilities
• Identify customer concerns and resolve or escalate customer issues within documented time frames
• Ensure timely follow up to all tickets opened, regardless of assignee
• Utilizes resources such as knowledge bases, websites, and help desk tools to locate solutions to known problems
• Proactively seek out solutions to less common problems, develop workarounds for customer problems, and perform bug verification for reported issues when appropriate
• Logs and properly documents all issues and follow-up information
• Maintains working knowledge of all product features and functionality through on-going training and self-initiated research and testing
• Reviews and maintains solutions documented in knowledge management and problem resolution software
• Help analyze problem patterns and trends and recommend corrective action where appropriate
• Document FAQ’s for self help as well as C/S Level 1 & 2 Support technicians
• Provide off-hour support and coverage for designated nights and weekends
• Develop web pages utilizing ASP, VBScript, JavaScript, HTML, DHTML, ASP.NET, C#
• Develop COM components and windows services utilizing Visual Basic
• Write SQL Queries, utilize ADO, develop stored procedures and triggers
• Troubleshoot and track down performance and system problems
• Assist Technical Leadership with research and integration of new technologies
• Assist Technical Leadership in enforcing coding practices, including but not limited to source code management, coding standards, testing procedures, defect tracking, release management, and documentation
• Assist and Support Level I Developers

Requirements

• 5 years ASP/Web Development
• Strong familiarity with Visual Basic, Javascript, VBScript , HTML COM+, Microsoft SQL Server and Microsoft Operating Systems
• Experience in developing ASP.NET applications
• Experience in developing middle tier using .NET Framework
• Experience in migration of ASP applications to ASP.NET
• Working experience in NUnit testing preferable
• Experience with multilingual applications desirable
• Familiarity with Visual Sourcesafe
• Familiarity with object orientated techniques
• Must be able to follow standards and best practices.
• Able to produce quality results in pressure situations
• Flexible, positive attitude (e.g. take full responsibility for assignments, willing and able to research problems and devise workarounds)
• Good verbal and written communication skills
• Excellent attention to detail, and an aptitude for problem solving and learning new concepts quickly
• BA/BS Degree or relevant experience

• Analyze system documentation, ex. Requirements, Interface Specifications, etc. and work with development staff to define test scenarios
• Identify test data requirements and establish test data repositories
• Develop system test plan and execute test cases (manual and automated), includes test plans for unit testing, regression testing, and UAT testing
• Identify opportunities to leverage automated test execution
• Manage defect reporting process and collaborate with developers as needed to isolate root cause of defects, and escalate issues as needed
• Prepare test status and participate and report statuses in all test-related project meetings
• Prepare and deliver final test report
• Lead the change control process team in establishing implementation plans and schedules
• Assess readiness and deviation of product/project performance based upon test results and product specifications
• Responsible for test plan development, test case development, regression test planning, and automated testing solutions and implementations
• Assist the help desk in researching and determining solutions for support calls as needed
• Collaborate with project team in setting priorities for upcoming projects and reviewing test plans for current projects
• Develop and maintain a thorough knowledge of the assigned applications, functional area(s) and project(s)
• Troubleshoot new builds and post production issues
• Share knowledge by effectively documenting work
• Required to establish timelines for testing assigned
• Work with configuration and environment management resources
• Perform early morning or late night validation when new releases are being deployed into production
• Secondary responsibilities as Level II technician, when needed, during which time will be responsible for addressing client questions directly or through Level I inquiries.
• Perform other duties and tasks as assigned

Requirements:

• BA/BS Degree or equivalent work experience
• 3-5 years QA Experience focusing on software verification and back-end data validation
• 2+ years experience performing manual and/or automated system tests
• Experience in basic testing methodology and documenting test plans, execution results, and gathering and evaluating test metrics for test reporting
• Must be familiar with the programming languages and tools, ex. Visual Basic, Javascript, VBScript, HTML, COM+, VB .NET, ASP .NET, Microsoft SQL Server, and Microsoft Operating Systems
• Strong organizational and multi-tasking skills
• Previous experience performing SQL queries to validate data, a plus but not required
• Excellent written and verbal communication skills
• Must be detail-oriented
• Must have the ability to work in a fast paced office environment

Accounting Assistant

Description: This position will be part time approximately 20 hours per week. Qualified candidates must have customer service and Excel skills. Employee will be reviewing invoices, running reports, and calling vendors. Tasks include

• Operate computers programmed with accounting software (QuickBooks) to record, store, and analyze information.
• Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.
• Comply with federal, state, and company policies, procedures, and regulations.
• Debit, credit, and total accounts on computer spreadsheets and databases, using specialized accounting software.
• Classify, record, and summarize numerical and financial data to compile and keep financial records, using journals and ledgers or computers.
• Calculate, prepare, and issue bills, invoices, account statements, and other financial statements according to established procedures.
• Compile statistical, financial, accounting or auditing reports and tables pertaining to such matters as cash receipts, expenditures, accounts payable and receivable, and profits and losses.
• Code documents according to company procedures.
• Access computerized financial information to answer general questions as well as those related to specific accounts.
• Operate 10-key calculators, and copy machines to perform calculations and produce documents.
• Answering AR inquiries and AP inquiries via the phone and email
• Filing
• Other duties as assigned

Requirements: Accounting and customer service experience a plus.  

Level II Support Analyst

Responsibilities:

• Under minimal supervision, follow established processes and procedures to provide customer support to clients via telephone, email, fax, or chat utilities
• Identify customer concerns and resolve or escalate customer issues within documented time frames
• Ensure timely follow up to all tickets opened, regardless of assignee
• Utilizes resources such as knowledge bases, websites, and help desk tools to locate solutions to known problems
• Troubleshoot system problems and provide solutions using specific product knowledge, system utilities, and operating environment
• Proactively seek out solutions to less common problems, develop workarounds for customer problems, and perform bug verification for reported issues when appropriate
• Escalates problems and issues to a higher level of support as appropriate
• Log and properly documents all issues and follow-up information
• Responsible for ensuring that responses in tickets are clear and concise, for all tickets, and properly document the issue discovered, how to investigate / trouble shoot the issue (for future occurrences, any workarounds, and resolution (if applicable).
• Reviews and maintains solutions documented in knowledge management and problem resolution software
• Help analyze problem patterns and trends and recommend corrective action where appropriate
• Responsible for looking at all issues being reported and reporting on trends / common issues, increases in specific problems, impact of problems, ticket volumes by product, and other common statistics as needed.
• Demonstrates a consistent sense of urgency and follows up on open issues to insure resolution
• Document FAQ’s for self help as well as Level 1 Support technicians
• Provides training to other team members as needed
• Participates on special projects as assigned
• Performs User Acceptance Testing (UAT) prior to release to customer for UAT signoff and approval.
• Coordinates UAT with customer(s) for assigned projects, which may include, but is not limited to, documenting issues found by customers, troubleshooting issues to determine severity, communication of issues to development, coordinating requirement changes based on customer feedback, tracking issue resolution for issues found during UAT, and ensuring that customer signs off on changes prior to release
• System monitoring for all production level processes
• Responsible for Migration Releases between Development, QA, UAT, Pre-Prod, and Production regions.
• Where responsibilities include, but are not limited to,
• Documenting new processes / procedures for migration
• Migration of files/objects to proposed regions during pre-assigned migration windows for that region
• Migration of all code pending transfer to applicable region
• Validating and resolving conflicts between files/objects moving, by working with development to confirm whether / not those files can move the proposed region with the conflict
• Coordinating releases with development manager and qa manager for projects approved for migration
• Documenting release notes for production releases
• Preparing migration release bundles for release to production
• Ensuring proper sign-off has been received prior to migration of objects/files.
• During the day, responsible for monitoring system, production and test regions, and ensuring that all processes are operating as expected and all problem loads or other system related issues are being addressed or resolved (for Customer Region & Production Region).
• Provide off-hour support and coverage for designated nights and weekends

Requirements:

• Logistics degree and/or a minimum of 2 years experience at a shipper or carrier
• Intermediate knowledge of internet environments
• Intermediate user level knowledge of PC’s and a variety of office equipment
• Intermediate knowledge of troubleshooting logic and techniques
• Familiarity with less common operating systems and web browsers
• Able to work under pressure and be able to prioritize workload
• Ability to handle multiple incoming lines and heavy phone traffic
• Detail-oriented with a willingness to help others/ share knowledge
• Strong oral and written communication skills, with the ability to present technical concepts in common language
• Software environment experience including Microsoft windows, various operating systems, as well as experience in supporting the Microsoft Suite of Products

Web/SQL Developer

WHAT YOU WILL BE RESPONSIBLE FOR:

-Develop web pages utilizing ASP, VBScript, JavaScript, HTML, DHTML
-Develop COM components and windows services utilizing Visual Basic
-Write SQL Queries, utilize ADO, develop stored procedures and triggers
-Develop test data, execute test cases, validate test results
-Work closely with other developers and project managers to develop solutions

WHAT WE WILL BE LOOKING FOR:

- 5 years ASP/Web Development
- Strong familiarity with Visual Basic, Javascript, VBScript , HTML COM+, Microsoft SQL Server and Microsoft Operating Systems
- Experience in developing ASP.NET applications
- Experience in developing middle tier using .NET Framework
- Experience in migration of ASP applications to ASP.NET
- Working experience in NUnit testing preferable
- Experience with multilingual applications desirable
- Familiarity with Visual Sourcesafe
- Familiarity with object orientated techniques
- Must be able to follow standards and best practices.
- Good verbal and written communication skills
- Excellent attention to detail, and an aptitude for problem solving and learning new concepts quickly
- BA/BS Degree or relevant experience