Technical Support Analyst, Customer Success

Technical Support Analyst
We are seeking an eager Technical Support Analyst that wants to get their foot in the door at a fast-growing logistics technology start up. This position will use their technical skillset to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments. This is a perfect position for a Jr Developer wanting to learn, contribute and have a direct path to an IT, Product, or Development role.
 
What to expect from the role

• Work experience with different systems, software, and hardware.
• Opportunity to work on IT projects.
• Exposure and career path to IT, product, and development.
• Work in collaboration with multiple teams.
• Guided by experts and professionals in the field and learn on the job.
• A vibrant and fun start up culture.

• Take ownership of stakeholder issues and see problems through to resolution in a timely manner.
• Use technical background and tools to research, diagnose, troubleshoot and build solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
   
• Field support calls, chat, email, and/or other communication from and provide friendly, prompt and accurate feedback to both internal and external stakeholders.
• Prepare accurate and timely reports.
• Create and document knowledge in the form of knowledge base tech notes, articles, and SOPs.
• Other related duties as assigned.

• BS degree, Bootcamp certificate or equivalent experience in Information Technology, Computer Science preferred.
• Proven working experience in enterprise technical support, IT support or as a technical analyst or engineer.
• Familiarity with JavaScript or other Object-oriented Programming languages required.
• Experience interacting with REST APIs required.
• Experience with SQL querying preferred.
• Familiarity with agile methodologies preferred.
• Strong problem-solving skills.
• Excellent client-facing skills.
• Excellent written and verbal communication skills.

About OneRail

OneRail, headquartered in Orlando, FL, is the emerging leader in Final Mile delivery technology. Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowe’s, Pepsi, American Tire Distributors, and Advance Auto Parts.

OmniPoint is the cornerstone of OneRail’s integrated final mile delivery solution.

• Capture. Within moments of a purchase that requires same-day delivery, OmniPoint captures a shipper’s “demand signal” from their POS, ERP, or e-commerce system: what was ordered, where it is, where it’s going, and when it needs to be there.
• Optimize. OmniPoint uses this data to specify the optimal vehicle for the order’s size and weight, as well as any extra services required. OmniPoint then calculates all-in shipping costs and optimizes delivery routing.
• Execute. Customers can direct deliveries to their fleet, or OneRail’s nationwide network of 12 million couriers available 24/7/365.
• Support. Deliveries can be supported as they occur by OneRail’s skilled Exceptions Assist team to handle unforeseen delivery issues on the customer’s behalf.
• Follow Up. OmniPoint enables the consumer or receiving business to track their order delivery in real time and provide feedback through a customer-branded interface.

OneRail has been recognized by Gartner as one of the most innovative solutions in the Final Mile delivery space. We ranked in the top 100 of the Inc. 5000 list of the fastest-growing US private companies in 2022 and 2023 and received an Inc. Best Workplace award in 2023.

Regular, Full-time Team Member Benefits

• Competitive base compensation
• Health and wellness Insurance with generous company contribution (medical, dental, vision)
• Company-paid life insurance, short-term and long-term disability
• 4% 401K match with immediate vesting of Company match
• Continuing Education Opportunities
• Flexible/Open (Uncapped) Paid Time Off (PTO) Policy for Salaried Team Members*
• Competitive Paid Time Off (PTO) Policy for Hourly Team Members*
• Generous Company-paid Holidays

Onsite Team Member Job Perks

• Relaxed/casual work environment
• Standing desks
• Recreational and Video games
• Large breakroom and lounge
• Stocked kitchen and fridges
• Cappuccino machine
• Onsite restaurant and daily food trucks
• Offices conveniently located with quick access to I-4, SR-528, and Florida's Turnpike
• Ample free parking

OneRail's Travel Policy for Remote Team Members

While OneRail allows remote work for certain posted roles, noted as "Remote Work Available" on the Company's website, a core requisite for all roles is that team members be willing and able to occasionally travel to OneRail's Orlando, Florida headquarters. All team members are required to participate in on-site onboarding at the onset of employment and then on an as-needed basis thereafter, as a condition of their employment.

To view more details about what is like to work at OneRail, or to view a full list of career opportunities, please visit https://www.onerail.com/careers/