Cypress Inland Yardview

Support Specialist (Tier 1) — YardView

We are seeking a Support Specialist to join our team. You will be responsible for supporting our clients and users of YardView software. Our software is an often-overlooked piece of the ever-important supply chain — we help operations teams gain control and maintain visibility of the trailers and containers in their yard. Entry-level applicants are welcome to apply.

As a Tier 1 Support Specialist, you will resolve technical issues, escalate unresolved problems to higher support levels, and assist clients with questions and training. This position is responsible for the support of YardView, communications between the YardView Team and the customer, defining and documenting requirements, systems testing, internal and external support, and issue management and resolution. Reports to the Director of IT Infrastructure & Security.

What You Will Do

• Application Expert – Become a system expert for the user base. Evaluate job-specific system processes and functionality to make recommendations for improvements. Handle basic configuration and setups for clients, and make changes to current customer sites as needed.
• Requirements Documentation – Define and document project and user requirements. Analysis must be thorough, covering both operational requirements and a detailed explanation of how the system should work. Documentation must be understandable by any prospective reader and kept maintained and updated. Talk with users and stakeholders to translate processes into system modifications.
• Support / Problem Solving – Define, find the root cause, and resolve system issues. Upon identification, produce documentation defining the issue, root cause, priority, and requirements for resolution. Work independently and collaboratively to troubleshoot and recreate problems through experimentation, testing various approaches, and data analysis.
• Data Analysis – Thoroughly review and analyze data to identify patterns, inconsistencies, and potential solutions.
• Training – Train non-experienced and experienced end-users on system usage, both in writing and verbally.
• Project Management – Manage deliverables of a project or manage a small project holistically. Use proven project management methodologies to engage all necessary participants, move the project forward, and get the required reviews and approvals.
• Customer Support – Manage incoming support tickets in the support box, determine whether they need to be handed off to the client services team, or initiate contact with customers to resolve issues. Take ownership of resolving issues through completion.
• Off-Hour Coverage – Participate in the 24x7 rotating coverage for off-hour support calls.

Qualifications — What You Will Need to Succeed

• Understanding of computing technologies including PC usage, Windows, application configuration settings, and productivity software
• Familiarity with the Microsoft suite, SQL, XML, and HTML
• Comfortable making basic configuration changes within the existing system — for example, adding a new field by copying, pasting, and relabeling an existing one, adding an existing column to an existing view through the SSMS GUI, or making simple modifications to existing reports (such as adding a one- or two-column filter). This is configuration and adaptation of what's already there, not writing raw SQL or building new reports from scratch.
• Willingness to learn and understand the technologies, solutions, and development options available for the solution
• Excellent written and verbal communication and presentation skills. A key aspect of the position is the ability to document accurately and holistically; communication must be clear to all audiences and provide opportunities for feedback on the content.
• Ability to think critically and approach challenges from multiple angles
• Ability to approach complex issues methodically, digging deep to determine the root cause and underlying factors
• Persistence and curiosity to explore different solutions and uncover root causes
• Comfortable working in ambiguous situations and adapting to new information as it becomes available
• Deadline- and detail-oriented
• Previous experience in transportation and information technology a plus

Travel Requirements

• Up to 10% travel based on business requirements

Physical Requirements

• Ability to lift 40 lbs; must be able to climb in and out of tractors and trailers

Benefits & Perks

Cypress Inland offers excellent benefits for all associates, including Health Insurance, Fitness Benefit, 401(k) Plan with match, Life Insurance, and optional Guardian coverage.