Associate Software Engineer - Product Support

Role Overview: As a Support Technician, your primary role will be troubleshooting basic WMS/OMS issues related to user setup, workflows, and configurations. You will diagnose and resolve hardware and connectivity issues, ensuring thorough understanding of problems before escalating to higher-level support. Additionally, you will be responsible for creating, updating, and resolving support tickets, guiding users through product features, and collaborating with support and product teams to enhance product usability. Key Responsibilities: - 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. - Create, update, and resolve support tickets using ticketing or incident management systems. - Ensure proper documentation and follow established procedures for issue prioritization and resolution. - Escalate unresolved or complex issues to Level2 or Level3 support, ensuring proper handoff and documentation. - Guide users through product features, workflows, and functionalities to maximize the use of the WMS software. - Contribute to and maintain knowledge base articles, FAQs, and troubleshooting guides for end users. - Work closely with Level2 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. Qualification Required: - Good oral and written communication skills in English. - Additional Hindi oral communication skills will be an advantage. - Analytical and problem-solving skills. - Good listener and customer-centric approach. - Hands-on experience with MS Word / Excel. - Quick self-learning ability and adaptive thought process on business processes. - Passion for adapting modern technology. Note: No additional details about the company were provided in the job description.,