Job Description

About the team
The new initiatives team within product support provide L1 debugging support for technical issues from products & systems belonging to other service lines like Meat, Genie & Alcohol. The team is also dedicated to the vision of ensuring that the end customer makes full use of the products. The team is also built with the focus of ensuring the launch, distribution & Scalability of products happen at an efficient and fast pace.
About the Role
As an integral part of the New Initiatives Team, the candidate would be responsible for providing tech support to MIM (Master Inventory Management) suite of products. The candidate should have a structured approach towards problem solving, System thinking and Empathy towards the end users. He/She should be consistently providing solutions to improve the experience of our products and dependent cross functions (Operations, Business & POD teams).
This role requires intense collaboration with the engineering and product team so that they are on top of the issues that are being raised from the respective products. Also, with the strong product lineup that MIM is set to launch, the candidate will be required to perform real-time configurations to ensure our Products run on full effectiveness.
What youll do
Responds timely to real-time tickets and prompt delivery of requests within company procedural guidelines to meet the Product support SOPs.
Ensuring SOP and easy read documentations are prepared for MIM Products Launched.
Coordinate with Engineers on a regular basis to either keep track/resolve issues or get downloads to some of their tools/platforms to ensure we perform basic level debugging which they used to do.
Ensuring that he/she is aware of the hows and whys of the Product to ensure proper support is given at an L1 level.
Act as a knowledge repository for the products he/she is handling.
Manage and process various requests received from stakeholders and get them processed within the given timeline and maintain compliance and TAT.
Acknowledge stakeholders, prompting and politely responding to their inquiries and helping them.
Work with data-driven tools & platforms to fulfill the requests received.
Ensure frequent capacity building and orientation activities are done with other team members.
What you xe2x80x98ll need & What we look for
Excellent Data Skills with relevant SQL Expertise.
Excellent Communication Skills both verbal and written since our primary stakeholders are Product Managers, Engineering Teams and Business Teams.
Strong interest in picking up new skills and learning technology oriented tools like Github etc.,
Strong consumer-centricity and empathy.
Never hesitating in rolling up their sleeves and addressing something hands-on.
Quick learner with attention to detail and adherence to timelines.
A flexible schedule that allows you to support our teams when needed.
Educational + Work Experience Expectation
Graduation Degree, Tech based experience, Mid to High level experience in MS Office, SQL, Verbal and Written Communications.
Min 1 to 2 Years of Work Experience.
Additional Requirements
Availability on Weekends as per rostering
Working on Public Holidays as required