Are you a highly motivated and detail-oriented individual with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join the arenaflex IT family as a Full Stack Software Support Analyst, where you'll play a critical role in ensuring the smooth operation of our web and cloud applications.
**About arenaflex**
arenaflex is a leading global retailer with a reputation for excellence and a commitment to innovation. As a company, we're dedicated to creating a culture that values our employees and empowers them to succeed. With a strong focus on community involvement and charitable giving, we're proud to be recognized as one of the best places to work. Our IT team is at the forefront of this effort, driving the development and implementation of cutting-edge solutions that support our business goals.
**Job Summary**
As a Full Stack Software Support Analyst, you'll be responsible for providing top-notch technical support to our customers, resolving issues efficiently, and collaborating with cross-functional teams to drive business success. You'll work closely with our development team to identify and troubleshoot problems, develop and implement solutions, and ensure the highest level of quality and accuracy in all aspects of your work.
**Key Responsibilities**
* Recognize and resolve issues, often anticipating problems before they occur or escalate
* Manage incidents and tasks by identifying, tracking, and driving resolution of support, sending, or system issues to a timely resolution
* Record, document, and maintain current processes and procedures
* Support the lifecycle of systems and related components from development to retirement
* Present, work with, and perform quality assurance testing on supported systems
* Create, use, and maintain tools and content to automate processes, generate reports, and address support issues
* Lead or participate in project/partner meetings as they relate to defining and communicating deployment and support requirements, report needs, and expectations, analyzing and deciding on alternative delivery methods, and creating project schedules and quotes
* Provide guidance and direction to clients, teams, and other support personnel on daily activities, project initiatives, deployment activities, and support issues
* Conduct in-depth analysis to increase system performance, quality, and efficiency
* Develop and maintain successful relationships with the business and IT teams
* Identify opportunities for streamlining, increasing efficiency through continuous process improvement
* Develop and follow arenaflex's IT policies, processes, procedures, or administrative guidelines
* Work on Client Story to fix code as small development requests to resolve frequently occurring issues
* Manage data loading/extraction and utilities and tools that include SQL tuning, troubleshooting, and fixing UNIX scripts
* Investigate various Java-based Miniature support applications for reported Occurrences/issues
* Support solutions for determinations on time, within budget, and with an impeccable level of quality and accuracy to specific requirements
* Plan and present detailed functional and technical specifications that support functional requirements
* Plan and clearly convey top-tier strategies by which arenaflex Strategies initiatives can successfully leverage the enhancements created
* Collaborate with other designers, projects, Product Owners, and Business Analysis Investigators to ensure that the technical solution offers scale and supports business needs
* Develop and maintain documentation standards
* Provide end-user communication for critical issues like support delays/disturbances with ETAs
* Perform daily system and application health checks to ensure the smooth operation of the application
* Ensure a high level of responsiveness by assessing and appropriately addressing support tickets colleagues
* Participate in requirements gathering meetings to ensure clear understanding of requirements, as it relates to functional and reporting usage in our arenaflex Coordinated factors field activities
* Develop and maintain process documentation and contribute to the advancement of departmental standards
* Develop solutions to resolve the underlying detailed issues from colleagues
* Assess and provide recommendations on long-term software changes to resolve issues
* Track and inform colleagues of the status of their support tickets in real-time and immediately resolve issues
* Develop and maintain relationships with IS Administration Desktop and other IS groups to ensure quality support and assistance
* Meet or exceed performance metrics related to efficiency and quality
* Develop documentation for other support groups for them to resolve issues
* Complete small-sized upgrade requests for development and deployment to production on a case-by-case basis
* Report any instances of Client dissatisfaction to the proper Administrative resource
* Adhere to security management practices, as well as promote established security standards
* Understand and adhere to the arenaflex Discount Statement of Purpose and Code of Conduct
**Requirements**
* Experience working with small development requests to resolve continuous issues
* Proficiency in data loading/extraction and utilities and tools. Broadly associated with SQL tuning, troubleshooting, and fixing UNIX scripts
* Knowledge of various Java-based Miniature support applications to investigate issues
* Investigating experience with application programming suites
* Ability to comprehend and investigate T-SQL script
* Ability to comprehend business cycles and work with project partners to assist in navigating through an issue to understand the root cause
* Excellent customer service skills and exceptional phone behavior
* Strong relational skills and able to work effectively with all levels of the business and IS
* Demonstrated strong hierarchical characteristics in favor of resolving issues quickly
* Reliable, upright, and have an enthusiasm for excellence
* Conscientious and have strong critical thinking skills, with the ability to analyze what's happening for potential future issues
* Imaginative, innovative, and incredibly responsive with a strong desire to get started
* Self-motivated and able to work independently, with minimal management
* Ability to remain calm under pressure and time pressures
* Scheduling flexibility to provide readiness to come in case of emergency support coverage in a 24/7 environment, including nights, weekends, and holidays to meet business needs
**Preferred Qualifications**
* Experience with Korber/Highjump or potentially Descartes Course Planning is an asset
**What We Offer**
* A comprehensive package of benefits, including paid time off, medical benefits – clinical/dental/vision/portable hearing assistant/drug store/conduct wellbeing/worker help, medical care repayment account, subordinate consideration help plan, momentary inability and long haul handicap protection, AD&D protection, life coverage, 401(k), stock buy plan to qualified employees
* arenaflex is committed to a diverse and inclusive work environment. arenaflex is an equal opportunity employer. Qualified candidates will be considered for employment without regard to race, public origin, gender, gender character, sexual orientation, protected veteran status, disability, age, or any other legally protected status. If you require assistance or a reasonable accommodation due to a disability during the application or the hiring process, please do not hesitate to contact us.
**How to Apply**
If you're a motivated and detail-oriented individual with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website.