Technical support (wms, dsd, sce)

Körber Supply Chain LATAM

Location

Home office | Brazil

Job description

Required:

BS/BA, Computer Science, MIS, or equivalent degree
5+ years technical customer support experience
5+ years of hands on experience with Linux systems
2+ years technical team lead experience
Proven experience in managing Oracle WebLogic Server 12c
Experience in managing Oracle Database 12c and 19c
Knowledge of cloud infrastructure and services (AWS, Azure, Oracle Cloud Infrastructure (OCI), Google, etc.)
Strong customer service skills and ability to multi-task
Strong analytical, communication, and problem-solving skills
Ability to prioritize tasks and self-manage
Fluency in English
Meet or exceed defined customer service satisfaction scores and meet SLAs for initial response and issue resolution.
Collaborate seamlessly with internal teams, external partners, and vendors.

Responsibilities include:

Utilize active listening, empathy, and other emotional intelligent skills to properly handle customer interactions
Troubleshoot business and operational issues associated with the Warehouse Management System (WMS) and ancillary software
Quantify issues and provide supporting data if issues are escalated to ERP Vendor, Honeywell/Vocollect, RF Hardware Provider, Seagull Scientific, Business Objects, Loftware, or other third parties.
Manage the WMS environments and migration of configurations between environments
Support the operation and continuous improvement of the monitoring of our cloud solutions
SQL performance monitoring / index and query tuning
Maintain detailed documentation of configurations, troubleshooting steps, and Support processes for future reference and knowledgebase articles.
Maintain clear, concise communication with customers and internal teams. Accurately document all relevant information in the ticketing system.
Proactively escalate tickets when necessary to ensure timely resolution
Meet or exceed defined customer service satisfaction scores and meet SLAs for initial response and issue resolution.
Availability for escalation assistance for the 24/7 coverage team

Job tags

Salary