Support Lead

Inventrax LLC; Visakhapatnam; On-site; INR 400,000 - 600,000; Full time

Job summary

Inventrax LLC is hiring for a technical support role in Visakhapatnam, India. The candidate will serve as the first point of contact for WMS/OMS-related queries, assist customers with various software issues, and create and resolve support tickets. The ideal candidate should have a minimum of 2 years of experience, proficiency in C# and MS SQL Server, as well as strong problem-solving and communication skills. This role involves user training and troubleshooting technical issues.

Qualifications

• Minimum 2+ years of experience in technical support or development, preferably handling C# applications.
• Strong problem-solving skills and technical troubleshooting abilities.

Responsibilities

• Serve as the first point of contact for WMS/OMS-related queries.
• Investigate and resolve basic WMS/OMS issues.
• Create, update, and resolve support tickets.

Skills

C# programming

MS SQL Server

Technical troubleshooting

User training

Communication skills

Tools

Debugging tools

Ticketing systems

Job description

Responsibilities

• 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.
• 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 & 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.
• 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.