Purpose and Scope:
Provide technical and application support for TMS, FMS, Drayage, WFM, and EDI operations. Investigate system and EDI issues, analyze transaction data, troubleshoot root causes, and coordinate with Operations and Software Development teams to maintain reliable logistics system operations.
Responsibilities:
- Provide first and second-level technical support for TMS, FMS, Drayage, WFM, and EDI.
- Investigate, troubleshoot, and reproduce system and EDI issues; analyze transaction data to identify discrepancies and processing failures.
- Analyze incidents and coordinate with Software Development teams for bug fixes and system enhancements.
- Perform UAT, regression testing, and validate system fixes and new features.
- Support EDI trading partner onboarding and review business/technical requirements.
- Manage support tickets, document issues and resolutions, and maintain SOPs and troubleshooting guides.
- Identify recurring issues and recommend process improvements.
Skills:
- Strong troubleshooting, problem-solving, and analytical skills.
- Good written and verbal English communication and attention to detail.
- Working knowledge of TMS, FMS, Drayage, WFM, and EDI operations, including ANSI X12 transactions such as 210, 214, 990, and 997.
- Ability to analyze EDI data, investigate system issues, and work effectively with customers, Operations, and Software Development teams.
Qualifications:
Education
- College diploma, associate degree, bachelor's degree, or equivalent practical experience. IT, Computer Science, Logistics, Supply Chain, Business, or related field preferred.
- Willingness to learn TMS, FMS, EDI, and logistics systems.
Technical Requirements
- At least 1 year of experience in technical/application support, IT helpdesk, BPO, or logistics operations.
- Basic knowledge of TMS/FMS, troubleshooting, data analysis, system testing, and EDI is preferred.
- Good English communication skills required.
Experience
- 1+ year of experience in technical/application support, IT helpdesk, customer support, BPO, or logistics operations.
- Experience with TMS, FMS, Drayage, EDI, UAT, SQL, or logistics software is preferred.
