Support Lead

4 days ago

Vizag, Andhra Pradesh, India Inventrax Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Job ID - 1023

Job Description

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:

Job ID

1023

Job Type

Full-time

Experience

2 - 3 Years

Location

Visakhapatnam, Vijayawada

Department

Product supportPosted By

HR Executive

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