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Systems Support Specialist
Adlinc Business Services
- St. James
- Negotiable
- Permanent full-time
- Updated 05/09/2025
- HR
Our client, a leading software provider in the last-mile logistics space, is seeking a Systems Support Specialist to provide priority technical support, manage escalations, deliver proactive account management, and drive measurable customer success outcomes.
Responsibilities
- Act as the primary technical support contact for all our customers providing direct access via phone, Slack, and Helpdesk portal.
- Manage and prioritise incoming support requests to meet strict response and resolution SLAs.
- Proactively monitor system health and coordinate resolution of incidents.
- Identify and escalate issues requiring engineering or custom development.
- Maintain clear documentation of all customer interactions, support requests, and change management communications.
Support key tasks including:
- New customer onboarding & configuration.
- Platform transitions (coordinating migration efforts with engineering).
- New and existing integration setup and configuration (non-code deployments).
- Advanced platform troubleshooting and complex system analysis.
- User and access management, system notification configurations, scheduled report setup.
Qualifications
- BSc/BA degree or equivalent work experience.
- 3+ years of experience in technical/software support, preferably in a SaaS environment.
- 2+ years in a customer-facing technical role, ideally managing strategic or high-value accounts.
- Strong experience with support ticketing tools (JIRA, Salesforce), API tools (Postman), and collaboration platforms (Slack, Confluence).
- Familiarity with SQL queries, EDI configurations, and system integration troubleshooting is preferred.
- Strong understanding of SLAs, ticket management workflows, and customer health reporting.
- Demonstrated ability to manage customer expectations professionally while advocating for their success.
- Exceptional problem-solving skills with a bias for action and ownership.
- Strong organizational skills, attention to detail, and ability to manage multiple priorities.
- Excellent written and verbal communication skills.
- Experience in final mile logistics or supply chain technology is a plus.
Skills
- Process-driven approach to technical systems support and ticket management.
- Ability to work independently.
- Proactive communicator with a strong sense of customer advocacy.
- Data-driven mindset with a passion for tracking KPIs and driving continuous improvement.
- Calm and resilient under pressure, particularly when managing critical incidents.
- Strong interpersonal and relationship-building skills.
Benefits
- Group Health and Life
- Two Weeks Paid Vacation
- After Hours Transportation
Ref: Systems Support Specialist
Adlinc Business Services
- 1-3 Pimento Way, Suite A105,, Free Zone, Montego Bay,, Jamaica W.I.
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