Senior Technical Support Analyst

We want to talk to Senior Technical Support Analysts keen to progress their careers in a visionary, highly successful consultancy. You’ll already be achieving big results in your own right but may be looking to move your career to the next level, working with an organisation focused on delivering the exceptional both to our clients and our team. Perhaps you’re looking for a genuine opportunity to be recognised, add value and take ownership of your development in a collaborative working environment. Or looking for an opportunity to move to a smaller but growing consultancy where you can take your career to the next level with a globally recognised leader in retail tech.

As a REPL Senior Technical Support Analyst you will work with our clients to proactively support, manage and maintain their warehouse management or workforce management system as well as respond to incidents and implement service improvements/mini projects to modify and enhance the solution overtime to meet customer changing needs.

What you’ll be doing:

  • Incident management i.e. troubleshooting and diagnosis identify options for resolution including Data analysis and correction
  • System performance analysis
  • Root cause analysis
  • Customer liaison
  • Work in partnership with clients to ensure system configuration changes meet customer requirements and are implemented in a controlled way
  • Create solution design ‘blueprint’ and functional designs
  • Configure solution to meet design requirements
  • Provide technical insight/advice/consulting related to configuration
  • Assist and support with configuration and testing of the designed solution
  • Create and modify procedural and system documentation throughout the project
  • Provide product training where required
  • On call work

Required Skills and Experience:

  • Strong client relationship and interpersonal skills to include the ability to mentor, coach and train
  • Good communication and analytical skills
  • Flexible and maintains a teamwork attitude
  • Interface technology-agnostic skills
  • Exposure to support teams and experience

Desired Skills and Experience:

  • Understand the context of the integration and not just technical stuff
  • Experience in technical aspects of Implementation e.g. application configuration, interface design
  • Project Management and Business Analysis skills
  • Experience working with transportation, WMS, WFM or integration/middleware product
  • Experience in end-user / superuser training
  • Operational background
  • Dell Boomi/Mulesoft
  • Bachelor’s Degree required; Industrial Engineering, Computer Science, Supply Chain degree preferred
  • Prior experience of implementing WMS or WFM systems with at least some of this gained from consulting or support service 
  • Practical and “hands-on” knowledge of WMS operations

REPL is an equal opportunity employer and we know the value of a diverse and inclusive workforce. We have very active communities for Women in Tech, Automation and Innovation and we are also actively involved in the local community. As such, we particularly encourage applicants from a diverse range of backgrounds. 

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