Job Requirements

We are seeking a highly motivated and customer-focused L1 Support Engineer to provide first-line support for our software platform for manufacturing processes / Supply chain workflows. In this role, you will be the first point of contact for our clients, providing crucial front-line support for our software solution. You will be responsible for resolving basic technical issues, answering product-related questions, and ensuring a positive and efficient experience for our users. Your ability to communicate clearly and manage issues effectively will be key to maintaining high customer satisfaction. You will act as the first point of contact during and post go-live, helping resolve user queries, perform basic issue triaging, and escalate technical issues when needed.

Responsibilities:

Incident Management:

Serve as the primary contact for all customer inquiries (via phone, email, ticketing system) and support requests via phone, email, and our ticketing system.Log, categorize, prioritize, and track all incoming issues and requests in a timely and accurate manner.Provide initial troubleshooting and diagnostic support for common issues related to our software solution.

                Customer Engagement:

Communicate with customers to understand their issues, provide clear instructions, and set realistic expectations for resolution.Guide users through basic configuration, setup, and navigation of software.Maintain a high level of professionalism and empathy in all customer interactions.

 

Knowledge and Escalation:
  

Utilize our internal knowledge base and documentation to resolve known problems.Escalate complex or unresolved issues to the L2 Support team with detailed, well-documented information.Work collaboratively with L2 and L3 teams to ensure a seamless transition of support tickets.

 

Documentation and Reporting:
  

Document all support activities, including troubleshooting steps and resolutions, in the ticketing system.Contribute to the creation and maintenance of the customer-facing knowledge base, FAQs, and support articles.Identify and report recurring issues or trends to the L2 team for further analysis.

Work Experience

Required skills and qualifications:

 

Proven experience in customer service or technical support role (1-2 years preferred).Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zendesk).Strong problem-solving and analytical skills with a proactive approach.Excellent verbal and written communication skills.Basic understanding of software systems, enterprise platforms (ERP, WMS, MES).Ability to work effectively under pressure and manage multiple tasks simultaneously.Basic understanding of manufacturing processes (e.g., production planning, inventory, resource management) is a plus.Willingness to work in shifts Experience in manufacturing, logistics, or supply chain domains is a plus

Education

Bachelor’s degree in Computer Science, Information Systems, or related technical discipline.