Associate

Key Responsibilities

• Service Delivery & Communication
• Respond to user inquiries, access problems, and issues with Supply Chain (SCM) applications via email, phone, or ticketing tools.
• Communicate daily with various customers to manage relationships and ensure high satisfaction levels.
• Prepare and communicate timely reports to Business stakeholders regarding operational breaches and service status.
• Collaborate with peer department personnel and specialists on tasks outside immediate scope to ensure organizational alignment.
• Technical Support & Troubleshooting
• Handle incoming queries and help requests from end-users, performing initial problem assessment and detail gathering.
• Reproduce reported problems and attempt resolution through available self-services.
• Identify repeated issues and raise them for permanent solve through next levels.
• Understand software applications used to track merchandise and remain aware of all steps in the delivery process.
• Operational Excellence
• Maintain detailed records of user issues and support processes by opening and managing help desk tickets.
• Create, edit, and maintain department-wide Process Documents and Standard Operating Procedures (SOPs).
• Guide operations teams regularly on operational breaches and update procedural knowledge.
• Determine ways to improve product delivery and take action when delays occur.
• Work 24/7 Rotational Shifts (Mandatory requirement).

Qualifications & Skills

• Technical Skills
• Good understanding of ITSM framework, ServiceNow, JIRA.
• Programming
• Basic knowledge of programming languages to follow code execution and debug.
• Analytical
• Strong problem-solving and analytical skills with great attention to detail.
• Communication
• Fluent in English; developed written and verbal communication skills.
• Soft Skills
• Independent, self-motivated, and highly organized worker.