Associate

Job Requirements
Roles & Responsibilities
Service Delivery & Communication
Customer Interaction: Respond to user inquiries, access problems, and issues with
Supply Chain (SCM) applications via email, phone, or ticketing tools.
Relationship Management: Communicate daily with various customers to manage
relationships and ensure high satisfaction levels.
Stakeholder Reporting: Prepare and communicate timely reports to Business
stakeholders regarding operational breaches and service status.
Collaboration: Work closely with peer department personnel and specialists on tasks
outside immediate scope to ensure organizational alignment.
Technical Support & Troubleshooting
Issue Resolution: Handle incoming queries and help requests from end-users,
performing initial problem assessment and detail gathering.
Technical Diagnosis: Reproduce reported problems and attempt resolution through
available self-services
Escalation: Identify repeated issues and raise them for permanent solve through next
levels.
System Knowledge: Understand software applications used to track merchandise and
remain aware of all steps in the delivery process.
Operational Excellence
Ticket Management: Maintain detailed records of user issues and support processes by
opening and managing help desk tickets.
Documentation: Create, edit, and maintain department-wide Process Documents and
Standard Operating Procedures (SOPs).
Operational Guidance: Guide operations teams regularly on operational breaches and
update procedural knowledge.
Efficiency: Determine ways to improve product delivery and take action when delays
occur.
Shift: 24/7 Rotational Shift (Mandatory requirement)
Qualifications & Skills
Category Requirement
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.
Work Experience
2-5Years

Work arrangement
No