Software Support Analyst

Software Support Analyst (remote)

Company Overview 

For over 20 years, FoodChain ID has been a leader in the New Food industry, helping companies meet the rising demand for transparency, accountability, safety, and sustainability. Our services include Non-GMO Project verification, USDA Organic certification, BRC and SQF certification, and more. Today, more than 30,000 companies across 100+ countries rely on FoodChain ID to ensure product integrity and food chain safety and transparency—one client, one product at a time. 
Reporting to the Head of Customer Support the Software Support Analyst provides first and second line support to FoodChain ID customers, ensuring fast and concise responses to calls logged by our global customer base. FoodChain ID are committed to ensuring our customer’s success and we expect this to be at the forefront of every contact the support analyst has with a customer. 

Responsibilities: 

• Investigate and resolve reported issues from FoodChain ID Customers  

• Specialising in Hamilton Grant products but working with other FCID companies to support their products too, leading to a Global FCID support function. 

• Log, prioritise and keep issues up to date on the issues tracking system (FreshService), ensuring that you work to ITIL standards. 

• Work with customers in reproducing issues in order to find resolution as thoroughly and quickly as possible 

• Research issues and interrogate support materials and documentation to source solutions 

• Escalate issues to team leaders and management as appropriate. 

• Monitor the Cloud system and proactively investigate performance issues to avoid problems before they are reported by customers. 

• Ensure customer success through the FCID Recipes & Specification system whilst also being aware of all FoodChain ID products to advise customers on how we can support them with all the group services. 

• Log bugs with Development and manage customer expectations regarding delivery of fixes 

• Perform customer call backs and monitor calls through to resolution 

• Actively manage customer satisfaction and provide timely updates on call progress 

• Pursue system traces or queries concerning customer databases in order to gather enough information to be able to triage calls  

• Assist in the smooth migration of current on-premise customers to use the HG Cloud System. 

• Carry out supplier account creation and administration ensuring the process is managed and runs smoothly. 

• Carry out deep dive into data related issues, having experience of querying databases and ensuring best practice around resolution of data issues. 

Competencies and Qualities: 

• Candidates will preferably be educated to Degree level 

• Experience of working in a customer facing or customer service role would be considered beneficial 

• Proven technical application support experience is required 

• Experience of troubleshooting and service support is required 

• Working knowledge of web protocols and infrastructure required 

• SQL Query experience required 

• High energy team player who is able to self-manage  

• Good attention to detail and accuracy 

• Excellent verbal and written communication skills 

• Ability to create and maintain strong work relationships both with customers and internally.
  EEO Statement 

  FoodChain ID, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

  If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our Human Resources Department at [email protected].