Job Requirements

Roles & Responsibilities

Service Delivery & Communication

• Customer Interaction: Respond to user inquiries, access problems, and issues with

Supply Chain (SCM) applications via email, phone, or ticketing tools.

• Relationship Management: Communicate daily with various customers to manage

relationships and ensure high satisfaction levels.

• Stakeholder Reporting: Prepare and communicate timely reports to Business

stakeholders regarding operational breaches and service status.

• Collaboration: Work closely with peer department personnel and specialists on tasks

outside immediate scope to ensure organizational alignment.

Technical Support & Troubleshooting

• Issue Resolution: Handle incoming queries and help requests from end-users,

performing initial problem assessment and detail gathering.

• Technical Diagnosis: Reproduce reported problems and attempt resolution through

available self-services

• Escalation:



Identify repeated issues and raise them for permanent solve through next

levels.

• System Knowledge: Understand software applications used to track merchandise and

remain aware of all steps in the delivery process.

Operational Excellence

• Ticket Management: Maintain detailed records of user issues and support processes by

opening and managing help desk tickets.

• Documentation: Create, edit, and maintain department-wide Process Documents and

Standard Operating Procedures (SOPs).

• Operational Guidance: Guide operations teams regularly on operational breaches and

update procedural knowledge.

• Efficiency: Determine ways to improve product delivery and take action when delays

occur.

• Shift: 24/7 Rotational Shift (Mandatory requirement)

Work Experience

7-10Years

📌 Associate (Bengaluru)
🏢 Virtusa
📍 Bengaluru