Digital Technology Support Representative

Job Description

Evaluate and resolve technical and usability problems with regard to applications within the scope of the role. Where resolution becomes difficult, escalate such work requests to specialist technology / functional teams and resolve all complex application and system issues. Set up new users with necessary system access and update the access of existing users when requested Proactively monitor system and integration statuses on a daily basis with a provided list of ad hoc reports Monitor, acknowledge, update, and close incident requests in the Service Management tool or any other software designated to manage the work requests being assigned. Ensure he/she is updated with the latest tools and technology skills, knowledge, and practical experience so as to deliver the best customer satisfaction through a speedy and quality resolution of requests. Maintain work logs, update incidents and requests with appropriate information, and own the request until closure. Adhere to all support system processes without deviation and keep the internal teams updated about escalations, threshold breaches, SLA violations or possible breach scenarios, technical or procedural failures, etc. For complex or unique issue resolution scenarios perform root cause analysis. Provide feedback to software development and other service desk / help desk teams on issues faced and what corrective action can be taken to avoid such instances in the future where possible. Maintain good professional relationships with counterparts across the organization. Participate in solution rollouts, upgrades, and training sessions for end-users as well as participate in training to learn new tools, products, and technologies. Attend weekly, monthly, and ad hoc IT and generic team meetings as necessary and complete and submit necessary documentation, activity reports, and causal analysis documents. The candidate will be expected to work on / support more than one business application. Document new processes and update existing SOPs The candidate will be expected to learn about and understand the product offerings (furniture) of Herman Miller to be able to support the business better. Technical skills Mandatory : Retail and Commerce Systems support such as CRM, ERP, WMS, OMS, POS, Commerce, etc. Experience working on any Incident management / Support ticketing systems Desirable : Customer Support Process experience Experience using JIRA and Confluence Experience in a retail or commerce industry Experience with Salesforce.com and Salesforce Commerce Cloud Experience with NetSuite ERP and/or POS Experience with Manhattan SCALE Warehouse Management System Essential experience To be considered for this post, the candidate should have all of the following experience Experience of at least 6-8 years working in a similar application support role Past work experience working with remote customers outside India (preferably in the US and Europe) Experience in causal analysis/evaluation of underlying causes for errors/disruptions Knowledge of IT support system processes. Ideal candidate A graduate / post-graduate in engineering/technology or equivalent. Having excellent interpersonal and communication skills both written and verbal in English. Strong analytical and problem-solving skills with the ability to quickly understand, retain, and apply large amounts of new information Having anywhere between 6 - 8 years of IT experience of which at least 5 years should have been in a similar role. Ability to work individually or within a team environment Willing to work in UK / US / Early morning India shift on a need basis and on-call/weekends Ability to participate in multiple projects/tasks and priorities in a healthy work environment Has attention to detail and a penchant for quality Has a constructive approach to giving and receiving feedback. Has testimonials to prove high levels of customer satisfaction in previous engagements Ability to take direction, constructive criticism, and work within specified deadlines (SLAs OLAs) Adhere to processes and procedures defined for the role, the team, and the organization Certified in one or more of the core process areas of work/technologies.