Technical Support Engineer
Aera TechnologySalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Software, Land Management, InfrastructureIndustries
Requirements
- 4-5 years of relevant experience
- Strong analytical & problem-solving skills to help determine and/or troubleshoot client issues
- Excellent and fast decision-making skills for problem identification and solution recommendation
- Strong written and verbal English communication
- Ability to communicate professionally by phone and email, including explaining technical terms in non-technical ways
- Experience using the Microsoft Office suite (Word, Excel, Outlook, etc.)
- Experience using multiple web browsers (Internet Explorer, Chrome, etc.)
- Experience diagnosing/troubleshooting technical issues
- Basic SQL knowledge (helpful, but not required)
- Bachelor’s degree in communications, business, computer science or related degree (preferred but not required)
Responsibilities
- Monitor Irth Land Management’s trouble tickets (Freshdesk) incoming queue
- Confirm each ticket has standard information needed to replicate the issue
- Respond as needed to receive correct information (via written English) in ticketing tool(s)
- Reproduce the issue in lower (test) environment and document exact steps to duplicate
- Enter Work item ticket (Azure DevOps) for development team
- Update Freshdesk Ticket accordingly
- Help create and maintain Daily report to review with Product Support Specialist on activity for the day
- Collaborate closely with US-based Product Support team to ensure clients receive exceptional service
- Develop extensive Irth Land Management products and industry knowledge to efficiently review and process clients’ reported issues
- Provide demo of functionality to documentation team relating to required documentation updates
- Preliminary review of all product documentation
- Initial point of contact for Development team on questions about any specific work-item ticket (Azure DevOps)
- Validate product deployments (releases) in higher environments (UAT, Support, Client onsite, etc.)
- Keep all outstanding Freshdesk & Azure DevOps tickets updated with correct status and escalate those that require action from others
Skills
Freshdesk
Azure DevOps
Trouble Ticket Management
Problem Solving
Technical Support
Client Support
Ticketing Systems
Test Environment
48forty Solutions
Pallet management and logistics services provider
About 48forty Solutions
48forty Solutions provides pallet management services in the logistics and supply chain market, focusing on the retail sector. They offer new, custom, and recycled pallets, along with retrieval and recycling services, helping businesses manage their pallet inventory sustainably. The company distinguishes itself by investing in technology and training, which enhances their service quality and efficiency. Their goal is to improve supply chain operations for their clients while promoting sustainability.
Alpharetta, GeorgiaHeadquarters
1992Year Founded
$25KTotal Funding
BUYOUTCompany Stage
Consulting, Industrial & ManufacturingIndustries
1,001-5,000Employees
Risks
Rising raw material costs may impact recycled pallet production profitability.
Labor shortages could hinder operational efficiency and client service.
Integration challenges from recent acquisitions may lead to operational inefficiencies.
Differentiation
48forty Solutions is the first to offer SFI-certified recycled pallets in North America.
The company has a vast network of over 225 facilities, enhancing service reach.
Recent acquisitions, like Taylor Pallets, expand their service offerings and market presence.
Upsides
Growing demand for sustainable packaging boosts the recycled pallet market.
IoT integration enhances supply chain visibility and operational efficiency.
E-commerce growth increases demand for efficient pallet management solutions.
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