Position : Technical Support Lead
Location : Visakhapatnam
Experience : 3+ Years
Responsibilities:
Customer Support:
-
Serve as the first point of contact for WMS/OMS-related queries, via phone, email, or chat.
-
Assist customers with common WMS/OMS issues such as login difficulties, navigation problems, or data entry errors.
-
Provide general guidance and instructions on using the WMS/OMS software efficiently.
Troubleshooting:
-
Investigate and resolve basic WMS/OMS issues related to user setup, workflows, and configurations.
-
Diagnose and troubleshoot hardware (e.g., barcode scanners, printers) and connectivity issues.
-
Collect and log details of issues, ensuring a thorough understanding before escalating to higher-level support.
Ticketing and Incident Management:
-
Create, update, and resolve support tickets using ticketing or incident management systems.
-
Ensure that issues are documented properly, and follow established procedures for issue prioritization and resolution.
-
Escalate unresolved or complex issues to L2 or L3 support, ensuring proper handoff and documentation.
User Training and Documentation:
-
Guide users through product features, workflows, and functionalities, helping them get the most out of the WMS software.
-
Contribute to and maintain knowledge base articles, FAQs, and troubleshooting guides for end users.
Collaboration:
-
Work closely with L2 support teams and product teams to identify recurring issues and suggest improvements to the WMS.
-
Provide feedback from users to help enhance product usability and functionality.
Skills & Qualifications:
Technical Skills:
-
Good understanding and hands-on experience with C# programming.
-
Proficiency in MS SQL Server, including T-SQL, stored procedures, and query troubleshooting.
-
Experience with debugging tools and techniques, including log analysis and issue tracking.
Problem-Solving:
-
Ability to analyse and troubleshoot intermediate-level technical issues independently.
-
Experience in identifying and resolving performance bottlenecks in applications and databases.
Collaboration:
-
Strong communication skills to interact effectively with L1 support, L3 engineers, developers, and other stakeholders.
-
Ability to translate technical issues into language understandable to non-technical stakeholders.
Experience:
- Minimum 2+ years of experience in technical support or development, preferably in a support role handling C# applications and MS SQL databases
Email: [email protected]
