L1 Support Engineer

• 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)