Technical Support Lead

Technical Support Engineer

Position : Support Lead

Location : Visakhapatnam

Experience : 3+ Years

Key Responsibilities:

• Customer Support:
• Serve as the first point of contact for WMS/OMS-related queries, via phone, email, or chat.
• Assist customers with common WMS/OMS issues such as login difficulties, navigation problems, or data entry errors.
• Provide general guidance and instructions on using the WMS/OMS software efficiently.
• Troubleshooting:
• 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.
• Ticketing and Incident Management:
• Create, update, and resolve support tickets using ticketing or incident management systems.
• Ensure that issues are documented properly, and follow established procedures for issue prioritization and resolution.
• Escalate unresolved or complex issues to L2 or L3 support, ensuring proper handoff and documentation.
• User Training and Documentation:
• Guide users through product features, workflows, and functionalities, helping them get the most out of the WMS software.
• Contribute to and maintain knowledge base articles, FAQs, and troubleshooting guides for end users.
• Collaboration:
• Work closely with L2 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.

Skills and Qualifications:

• Technical Skills:
• Good understanding and hands-on experience with C# programming.
• Proficiency in MS SQL Server, including T-SQL, stored procedures, and query troubleshooting.
• Experience with debugging tools and techniques, including log analysis and issue tracking.
• Problem-Solving:
• Ability to analyse and troubleshoot intermediate-level technical issues independently.
• Experience in identifying and resolving performance bottlenecks in applications and databases.
• Collaboration:
• Strong communication skills to interact effectively with L1 support, L3 engineers, developers, and other stakeholders.
• Ability to translate technical issues into language understandable to non-technical stakeholders.
• Experience:

· Minimum 2+ years of experience in technical support or development, preferably in a support role handling C# applications and MS SQL databases

Email: sowmya.chintada@inventrax.com

Job Type: Full-time

Pay: ₹692,097.93 - ₹1,602,070.15 per year