Business Application Supervisor

Technical Support: Provide prompt and effective technical support to end-users via various communication channels, including email, chat, phone, and remote desktop sessions.

• Issue Resolution: Investigate and diagnose software application issues reported by end users, including bug identification and troubleshooting. Collaborate with development teams or external vendors to prioritize and resolve issues.
• Documentation: Create and maintain knowledge base articles, FAQs, and user guides to assist end users with common issues and inquiries.
• Training: Offer training and guidance to end users and internal teams to maximize the use of our software applications.
• Continuous Improvement: Provide feedback to the development team or external vendors regarding software enhancements, user experience improvements, and bug fixes. Help test new features and updates before release.
• Monitoring and Alerting: Implement and manage monitoring tools to proactively identify and address system and application issues.
• Incident Management: Handle incident management and escalations when necessary, ensuring that critical issues are resolved efficiently.

People Skills

This role requires strong people skills to effectively collaborate with various teams and manage a large user base with diverse needs. The ideal candidate will be:

• A proactive communicator: Provide timely support to colleagues in Procurement, Sustainability, Logistics, Quality, and Finance. This includes clear and concise communication across different channels.
• Geographically aware: Sensitive to the challenges of supporting users across India (100-150), with potentially varying levels of technical expertise and access.
• Patient and responsive: Able to handle a high volume of user requests with professionalism and empathy, even during peak times or outside of typical working hours.
• Flexible and adaptable: Willing to adjust their schedule to accommodate the needs of the business and user base, including occasional weekend support.

This position reports to the Manager Business Applications.