Technical Support / Tech Support / Technical Support Executive / Technical Support Engineer @ Adam Information

Respond to contact from customers and resellers, via phone, email and electronic
incident submission.
Effectively interact with customers of all ability levels to understand the customers
request and rapidly assess severity level.
Define, research, and resolve customer issues in a timely accurate manner, routing
non-technical issues to appropriate BluJay personnel using approved business
processes.
Provides timely updates to the customer, coworkers, and management on the status
of outstanding issues.
Maintain status of issues in the call-tracking system and performs appropriate followup on escalated issues.
Documents complex issue resolutions for both the customer and internal reference,
following the appropriate support process.
Serves as a subject matter expert (SME) and reviewer in the development of
documentation and training materials.
Assists senior team members with complex issues to gain experience and exposure to
more advanced problems.
Conveys customer feedback to appropriate business areas such as Marketing, Product
Management and Development.
Contribute, review and maintain knowledge base content on an ongoing basis

Skills/Experience:

Demonstrated successful customer service experience with the ability to manage
moderate to complex customer issues with calm, comfort, and ease
Strong troubleshooting and support skills, including the ability to creatively utilize all
available resources to satisfy customer
Ability to take ownership of moderate issues/assignments and follow through to
completion
Demonstrates aptitude to prioritize and handle multiple issues simultaneously
Effective oral and written very good communication skills
Strong attention to detail and accuracy
Ability to work independently in a fast-paced technical environment
Ability to function and contribute in team environment
Effective time management and project management skills
Must be willing to work flexible hours
Familiarity with SCM software, custom brokerage, the transportation industry Freight
Management System, and Visibility application is a plus
Minimum of 2 years experience working in a technical support environment
Good EAI (Enterprise Application Integration) Knowledge
Integration Approach: Point to Point Integration, Integration with EAI Broker.
Messaging Models: Point to Point, Publish and Subscribe Messaging Models.
Communication Models Synchronous, Asynchronous Message Communication.
Routing Itinerary based, service orchestration and content-based routing.
Knowledge on Technologies like: -
o Microservices, SOA, ESB MOM, Adapter JCA, JNI, RMI and Service
Container/Repository; WebSphere MQ, API Gateways, JMS, JAXB and
Webservice SOAP & REST
Good Knowledge on ANSI X12, EDIFACT / EANCOM / TRDACOMS, Flat File / CSV, XML
/ Proprietary XML / GS1 XML, XSD, XSLT, DTD/Schema and iDoc format
Good Knowledge on Java
Knowledge on databases and database management systems (i.e. Oracle) JDBC/ODBC DBMS and SQL.
Good Knowledge on FTP, SFTP (Axway), Email, HTTP/HTTPS/SSL, AS2 - Synchronous
or Asynchronous protocol communication.
IT Knowledge Unix/Linux (basic) ,Deployment, Migration, Patch
Installation/upgrade, Backups and SSO
ITIL / SOPs Incident Management, Change Management, Risk Analysis, Risk
Mitigation Handling Strategy and Release Management.