• Product Support Analyst

    Job Locations US-NC-Cary
    Job ID
  • Overview

    At MercuryGate, every solution we create is designed to be the Future of Delivery. This same attribute applies to our dedicated team members, whose expertise and dedication have made MercuryGate an industry leader.

    As a member of our team, you will have the ability to work on projects for Fortune 500 companies, contributing actively in supporting their strategic initiatives. This opportunity will build your knowledge base and allow you to interact with some of the world’s most respected companies.

    Are you ready to work in a fun, fast-paced and energetic environment that challenges you and rewards you for innovation, creativity and initiative? If so, come play with the MercuryGate team of champions by applying for our Production Support Analyst opportunity today!

    Job Summary & Key Responsibilities

    The Production Support Analyst supports the Manager of Client Support with the help desk administration for MercuryGate customers. This role assists with critical production events and performs technical support and queue management for customers. This role serves customers 24 hours a day, 365 days a year. 

    Job Duties:

    • Performs customer communication as needed to determine customer needs or to resolve technical issues for customers. 
    • Manages response times to customers for reported issues in compliance with SLA’s 
    • Recreate defects on TEST and enter into ACE with steps to reproduce 
    • Track and record client inquiries, and provide root cause analysis
    • Provides internal communication for issues associated directly with the TMS and third party vendors, trading partners (API's)
    • Create/Update/Monitor all customer support tickets.
    • Provides New Hire Orientation with regards to initial MercuryGate systems set up.
    • Monitor alerts across all servers (Communication Servers/TMS Servers/Document Generating Servers)
    • Assists with functional and regression testing prior to Product Releases 

    Job Qualifications & Other Requirements

    • Bachelor’s degree in Computer Science, Software Engineering, or closely related field
    • Proficient in Excel, Word, and Outlook
    • Solid communication and organizational skills
    • Knowledge of the Logistics Industry and/or Transportation Management Systems a plus
    • Ability to multi-task and prioritize in a fast-paced, detail-oriented work environment




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