L1 Support Engineer
Software
- Service Delivery & Communication
- Customer Interaction: Respond to user inquiries, access problems, and issues with
Supply Chain (SCM) applications via email, phone, or ticketing tools. - Relationship Management: Communicate daily with various customers to manage
relationships and ensure high satisfaction levels. - Stakeholder Reporting: Prepare and communicate timely reports to Business
stakeholders regarding operational breaches and service status. - Collaboration: Work closely with peer department personnel and specialists on tasks outside immediate scope to ensure organizational alignment.
- Technical Support & Troubleshooting
- Issue Resolution: Handle incoming queries and help requests from end-users,
performing initial problem assessment and detail gathering. - Technical Diagnosis: Reproduce reported problems and attempt resolution through
available self-services - Escalation: Identify repeated issues and raise them for permanent solve through next levels.
- System Knowledge: Understand software applications used to track merchandise and remain aware of all steps in the delivery process.
- Operational Excellence
- Ticket Management: Maintain detailed records of user issues and support processes by opening and managing help desk tickets.
- Documentation: Create, edit, and maintain department-wide Process Documents and Standard Operating Procedures (SOPs).
- Operational Guidance: Guide operations teams regularly on operational breaches and update procedural knowledge.
- Efficiency: Determine ways to improve product delivery and take action when delays occur.
- Shift: 24/7 Rotational Shift (Mandatory requirement)