Job Description
Roles and Responsibilities
- Serve as the first point of contact for Store / Warehouse team seeking technical assistance over the phone or email.
- Diagnose and troubleshoot technical issues, providing efficient solutions and guidance.
- Log all service requests promptly and accurately in the ticketing system for proper documentation and follow-up.
- Monitor incident queues, prioritize tasks, and ensure tickets are addressed within defined SLAs.
- Collaborate with other IT teams to escalate and resolve complex incidents effectively.
- Maintain knowledge of application systems to provide accurate advice and support to end-users.
- Engage in continuous learning to stay updated with the latest technology and support tools.
- Create and maintain documentation related to application support processes and client interactions.