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.

relationships and ensure high satisfaction levels.

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

performing initial problem assessment and detail gathering.

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.

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.

Work Experience

25years

L1 Support Engineer