Weekend L1–L2 WMS Support Specialist

Lean Tech, a Lean Solutions Group Division; Colombia; Presencial; COP 26.784.000 - 46.872.000; A tiempo parcial

Descripción de la vacante

Lean Tech, Medellín, Colombia, seeks a weekend IT support specialist for Level 1–2 application support on Footprint and SoftGéon. You will troubleshoot UI issues, analyze problems, and resolve incidents during Friday to Monday night shifts (10 PM–6 AM CST).

You will work with Jira to manage tickets, escalate when needed, and document knowledge sharing. Experience in logistics or warehousing is a plus; strong customer service and independence during off-hours are valued.

Formación

• Experience in application support, production support, or customer-facing IT support roles.
• Prior exposure to logistics, warehousing, transportation, or supply chain operations.
• Experience supporting WMS and/or TMS systems (hands-on system usage or support preferred).
• Familiarity with ticketing systems (Jira strongly preferred).
• Ability to work independently during off-hours or weekend shifts.

Responsabilidades

• Provide Level 1–2 application support for internal users across WMS platforms (Footprint and SoftGéon).
• This is a weekend shift position: Friday to Monday 10:00PM–6:00AM CST (one-hour lunch included).
• Troubleshoot user-reported issues within the application UI, including workflows, permissions, data visibility, and system behavior.
• Analyze issues independently by reproducing problems, validating data, and identifying root causes before escalation.
• Resolve incidents directly when possible, including data corrections within the application and retriggering automated processes.
• Escalate issues appropriately to Level 3 or Integration Support teams when required, following established escalation protocols.
• Manage and resolve tickets using Jira, while submitting and tracking vendor tickets with WMS providers as needed.
• Communicate clearly with users, providing guidance, clarification, and occasional on-the-spot training to resolve user errors or misunderstandings.
• Work within strict SLA requirements, prioritizing issues based on complexity and resolution timelines.
• Maintain accurate ticket documentation and contribute to knowledge sharing and best practices.
• Operate independently during weekend shifts, using critical thinking and problem-solving skills to support users efficiently.

Descripción del empleo

Lean Tech, Medellín, Colombia, seeks a weekend IT support specialist for Level 1–2 application support on Footprint and SoftGéon. You will troubleshoot UI issues, analyze problems, and resolve incidents during Friday to Monday night shifts (10 PM–6 AM CST).

You will work with Jira to manage tickets, escalate when needed, and document knowledge sharing. Experience in logistics or warehousing is a plus; strong customer service and independence during off-hours are valued.