BI Support Specialist, MPACT

Purpose of this Position: 

The BI (Business Intelligence) Support Specialist plays a critical role in ensuring the smooth operation of business intelligence systems within an organization. This role encompasses providing technical support, troubleshooting, and maintaining BI solutions to ensure they meet the business needs effectively.

Essential Duties and Responsibilities:

• Provide technical assistance and support for users of BI tools and applications.
• Troubleshoot BI system issues, resolve technical problems, and offer solutions to ensure uninterrupted access to BI resources.
• Monitor the performance and health of BI systems, conduct regular maintenance activities, and optimize system performance.
• Interact with customers via phone, email, chat, or in-person to address inquiries, product information, order status, and general support issues.
• Resolve customer complaints, problems, and escalated issues in a courteous and efficient manner.
• Strive to exceed customer expectations and deliver exceptional service that fosters customer loyalty and retention.
• Assist in the management and maintenance of data sources used in BI solutions.
• Ensure data accuracy, integrity, and security through validation, cleansing, and governance processes.
• Maintain documentation of BI systems, technical specifications, and user guides.
• Document customer interactions, inquiries, complaints, and resolutions in the CRM system.
• Conduct training sessions and workshops to educate users on BI tools and best practices.
• Empower users to leverage BI capabilities effectively to extract valuable insights from data.
• Collaborate with cross-functional teams including IT, data engineering, sales, and marketing to support BI initiatives and customer service efforts.
• Share customer feedback and insights to facilitate continuous improvement and alignment across departments.
• Provide custom solutions for the MPact Suite.

Competencies:

• Ability to learn internal software and systems
• Strong oral and written communication skills
• Ability to interact with stakeholders at all levels
• Ability to manage and prioritize competing priorities and projects
• Strong analytical skills with attention to detail
• Strong problem-solving skills
• Ability to work in a team environment
• Ability to work independently and collaboratively in a fast-paced environment
• Ability to navigate challenging customer situations constructively

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• Bachelor’s degree in Computer Science, Information Systems, Supply Chain, Business Analytics, or a related field; or 4 years of experience in Business Intelligence (BI), Data Analytics, or a related field, required.
• Proven experience in a Business Intelligence or Data Analytics role preferred.
• Intermediate proficiency with Microsoft Office Suite.
• Basic SQL query skills preferred.
• Experience with SQL Server Management Studio (SSMS) preferred.
• Strong understanding of relational database management systems (RDBMS).
• Familiarity with McLeod Software LoadMaster and PowerBroker platforms preferred.
• Experience with cloud-based software solutions preferred.
• Working knowledge of the trucking and transportation industry preferred.
• Microsoft MS-300 experience a plus

Why McLeod?

At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.