WMS Support Technician (Porto)
Generix Group
Matosinhos, Portugal
há 5 dias
source : SAPO

Descrição da Função

JOB DESCRIPTIONEnsure the resolution of incidents, for the solutions installed at the customers' premises, within the deadlines and the defined contractual framework.

  • MAIN RESPONSABILITIES - Creation and processing of customer requests;- Analysis, diagnosis and resolution of customer incidents;
  • Ensure the follow-up of the interactions (Opening, closing, relaunching, customer notification, completion of technical information and escalation actions);
  • Carry out the necessary actions for the first analysis of the incidents, to solve the level 1 incidents in the respect of the SLAs.
  • Offer workarounds and make patches available to customers;- Manage the relationship with the customers, carry out the necessary and adequate communication with them for the declared incidents and requests until their resolution;
  • Escalate incidents and requests requiring the intervention of another department to higher levels;- Transmit out-of-order requests to appropriate services;
  • Follow escalation instructions and information management of any critical incidents;- Understand and apply procedures and instructions.
  • EXPERIENCE REQUIREMENTS - Computer training or first experience in IT / support;- Prerequisites : analytical capabilities.

  • ex : analyze the causes of an incident);- Supply Chain business knowledge;- Ideally WMS product knowledge;- Knowledge of SQL;
  • Ideally first experience in the customer relationship (ex : commerce, tourism, etc.);- Prerequisites : writing skills and synthesis skills;
  • Ability to work in a team and to be autonomous;- Be able to apply the instructions and procedures given;- Fluency in French (speaking and writing) is required.
  • OFFER- Attractive wages and benefits;- Excellent work conditions and environment (Centro Empresarial Lionesa).

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