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:

- Solid 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]

Job ID

1023

Job Type

Full-time

Experience

2 - 3 Years

Location

Visakhapatnam, Vijayawada

Department

Product support

Posted By

HR Executive

📌 Support Lead (India)
🏢 Inventrax
📍 India