Resolve problems in response to customer/system-reported incidents via trouble tickets. Support operational workflow by assisting team members and troubleshooting issues.
Numbers & Facts
Location
byhalia, MS
Description
Technical Support & Troubleshooting
Resolve problems in response to customer/system-reported incidents via trouble tickets.
Handle complex tasks escalated from support engineers.
Prepare error diagnostics and detailed problem descriptions for escalation.
Collaborate with IT departments on development activities and technical improvement projects.
Support IT departments with system testing
Mentor support systems (RF, WMS jobs, workflows).
Support operational workflow by assisting team members and troubleshooting issues
Process Improvement
Analyze and redesign workflows to improve service quality.
Establish and communicate service metrics; monitor and implement changes.
Participate in new technical improvement initiatives.
SOP Management
Review and update Standard Operating Procedures (SOPs) as directed by leadership.
Document process changes, workflow updates, and best practices.
Ensure SOPs are accurate, accessible, and compliant with company and customer requirements