Support Lead

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.
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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: sowmya.chintada@inventrax.com