Product Support Analyst

A bit about us 

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!
 

Job Description

We are seeking a skilled and customer-oriented Product Support Analyst to join our Technical Support team, providing tier-2 support for our ERP system. The ideal candidate will have a solid technical background, excellent problem-solving abilities, and a commitment to exceptional customer service.

In this role, you will be responsible for troubleshooting, diagnosing, and resolving tier-2 tickets for users, collaborating closely with cross-functional teams, including software development, quality assurance, and product management.

Key Responsibilities:

• Provide Technical Support: Serve as the primary contact within our tier-2 team to support JDE 9.2 Financial systems including General Ledger, Accounts Receivable, Accounts Payable and Fixed Assets. Support of third-party systems such as A/P workflow, external credit/collections systems, treasury management, and banking systems
• Diagnose and Resolve Issues: Investigate and resolve tickets by conducting research, debugging, and engaging with users. Ensure timely resolutions and updates are provided in our JSM ticketing system.
• Collaborate with Development Teams: Escalate complex issues to development teams and work closely with engineers to ensure accurate problem resolution.
• Document Solutions: Maintain detailed documentation of reported issues, resolutions, and troubleshooting steps to build a comprehensive knowledge base.
• Improve User Experience: Provide training support to end users where there is a lack of understanding of how the current process works or how the system is configured to work
• Test and Validate Fixes: Reproduce user-reported bugs and verify fixes in different environments.
• Continuous Learning: Work with internal and external financial users and developers to assist with the implementation of new solutions, technologies, and supporting applications.

Required Qualifications:

• 2+ years of experience with JD Edwards One World or Enterprise One and related processes or similar ERP
• Experience supporting ERP and related business applications in a manufacturing environment
• Strong understanding of ERP business processes with experience in A/P, A/R, G/L and related systems
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Experience defining and developing ad-hoc reports with various reporting and query tools.
• Previous experience supporting and integrating third-party systems.
• Experience with software troubleshooting tools and ticketing systems like JIRA, Dynamics CRM, or similar.

Bonus Skills:

• Proficiency in SQL and Microsoft SSRS reporting
• Knowledge of IBM iSeries is a plus
• Knowledge of Oracle products such as SOA
• Accounting background or certifications is a plus

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!