L1 Support Engineer

Virtusa; Bengaluru; On-site; INR 400,000 - 800,000; Full time

Job summary

Virtusa in Bengaluru is seeking a dedicated support professional to handle customer inquiries, resolve SCM application issues, and maintain high service levels. Daily coordination with customers and cross-functional teams will ensure smooth delivery and timely reporting.

The role requires diagnosing problems, escalating complex issues, and maintaining thorough documentation. A 24/7 rotational shift is mandatory, indicating a demanding but rewarding environment in an established tech services

Responsibilities

• Customer Interaction: Respond to user inquiries, access problems, and issues with SCM applications via email, phone, or ticketing tools.
• Relationship Management: Communicate daily with various customers to manage relationships and ensure high satisfaction levels.
• Stakeholder Reporting: Prepare and communicate timely reports to Business stakeholders regarding operational breaches and service status.
• Collaboration: Work closely with peer department personnel and specialists on tasks outside immediate scope to ensure organizational alignment.
• Issue Resolution: Handle incoming queries and help requests from end-users, performing initial problem assessment and detail gathering.
• Technical Diagnosis: Reproduce reported problems and attempt resolution through available self-services.
• Escalation: Identify repeated issues and raise them for permanent solve through next levels.
• System Knowledge: Understand software applications used to track merchandise and remain aware of all steps in the delivery process.
• Ticket Management: Maintain detailed records of user issues and support processes by opening and managing help desk tickets.
• Documentation: Create, edit, and maintain department-wide Process Documents and SOPs.
• Operational Guidance: Guide operations teams regularly on operational breaches and update procedural knowledge.
• Efficiency: Determine ways to improve product delivery and take action when delays occur.
• Shift: 24/7 Rotational Shift (Mandatory requirement)

Job description

• Customer Interaction: Respond to user inquiries, access problems, and issues with

Job Requirements

Roles & Responsibilities

Service Delivery & Communication

• Customer Interaction: Respond to user inquiries, access problems, and issues with

Supply Chain (SCM) applications via email, phone, or ticketing tools.

• Relationship Management: Communicate daily with various customers to manage

relationships and ensure high satisfaction levels.

• Stakeholder Reporting: Prepare and communicate timely reports to Business

stakeholders regarding operational breaches and service status.

• Collaboration: Work closely with peer department personnel and specialists on tasks

outside immediate scope to ensure organizational alignment.

Technical Support & Troubleshooting

• Issue Resolution: Handle incoming queries and help requests from end-users,

performing initial problem assessment and detail gathering.

• Technical Diagnosis: Reproduce reported problems and attempt resolution through

available self-services

• Escalation: Identify repeated issues and raise them for permanent solve through next

levels.

• System Knowledge: Understand software applications used to track merchandise and

remain aware of all steps in the delivery process.

Operational Excellence

• Ticket Management: Maintain detailed records of user issues and support processes by

opening and managing help desk tickets.

• Documentation: Create, edit, and maintain department-wide Process Documents and

Standard Operating Procedures (SOPs).

• Operational Guidance: Guide operations teams regularly on operational breaches and

update procedural knowledge.

• Efficiency: Determine ways to improve product delivery and take action when delays

occur.

• Shift: 24/7 Rotational Shift (Mandatory requirement)

Work Experience

25years