Job Description
- Job Description:
- Provide day-to-day functional and technical support for Oracle Transportation Management (OTM), actively diagnosing, troubleshooting, and resolving customer-reported issues and inquiries
- Manage and respond to support tickets in accordance with defined Service Level Agreements (SLAs), ensuring timely communication, resolution, and customer satisfaction
- Resolve a wide range of support requests, including user access management, system configuration, data corrections, and solution enhancements
- Collaborate with customers on weekly customer status calls reviewing ticket backlog, prioritization, and resolution progress
- Execute quarterly regression testing in support of quarterly Oracle Cloud upgrades, identifying defects, validating fixes, and ensuring system stability
- Create and maintain Innovate Support knowledge base documentation
- Requirements:
- A 4-year degree from an accredited university is preferred, or an equivalent combination of education and transportation industry experience
- Experience utilizing a transportation management system (TMS), warehouse management system (WMS), or a type of enterprise resource planning system (ERP) is preferred, but not required
- Experience utilizing an IT Support Ticketing system is preferred, but not required
- Superior analytic skills to deliver value to Redwood Innovate Support customers
- Strong problem-solving and critical-thinking skills
- Strong communication and interpersonal skills
- A self-starter who is flexible, highly motivated, eager to learn, and enjoys working on a team
- Benefits:
- Access to experts and resources for your Learning & Development journey
- Opportunity for internal mobility
- Employee referral bonus program
- Employee Resource Groups (ERGs)
- Annual fundraising and volunteer events to give back to communities
- Paid time off, floating holidays, time off to volunteer and rollover
- Paid parental leave
- Medical, dental, vision and 401k plans (with match)
- Flexible spending account, mass transit and dependent care plans available
- Health savings account, with a annual company contribution for plan participants
- Short-term and long-term disability; life insurance policies subsidized by company
- Additional benefits including pet insurance, accident care, access to legal advice and more
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