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.