Technical Support Lead

3 weeks ago

Visakhapatnam, India Inventrax Full time

Technical Support Engineer

Position : Support Lead

Location : Visakhapatnam

Experience : 3+ Years

Key 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 and 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:

Job Type: Full-time

Pay: ₹692, ₹1,602,070.15 per year

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