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MillerKnoll

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3.9

based on 12 Reviews

24 MillerKnoll Jobs

Digital Technology Support Representative

MillerKnoll

3.9

based on 12 Reviews

6-8 years

Bangalore / Bengaluru

1 vacancy

Digital Technology Support Representative

MillerKnoll

posted 2d ago

Job Role Insights

Flexible timing

Key skills for the job

Talent Acquisition Customer Support Analytical Chemistry ERP Systems Incident Management Application Support

+ 4 more

Job Description

This position will be responsible for providing effective IT Software application support, troubleshooting, usage support, and assistance to internal business partners across all digital-related technology solutions Via Calls, chat, tickets, and emails
These solutions are primarily focused on retail and commerce systems such as CRM, ERP, WMS, OMS, POS, and e-commerce
The Digital Technology Support Representative will be responsible for owning the application support request queues in the service management/incident management system, providing the required technical services to the end users, and ensuring the smooth functioning of the business applications by applying his/her technical knowledge and expertise to resolve problems related directly to the application or its underlying platform/database or operating system
This role will work as part of a larger Digital Technology Support team that operates from other locations outside India as we'll and will involve a matrix reporting structure with a local team lead and manager as we'll as a remote technical lead to work with
This role also involves working in a shift that aligns with out of business hours in the US or Early morning India shift and over the weekends (Rotational shift and offs)

Key Responsibilities Include:

Evaluate and resolve technical and usability problems with regard to applications within the scope of the role.
Where resolution becomes difficult, escalate such work requests to specialist technology / functional teams and resolve all complex application and system issues.
Set up new users with necessary system access and update the access of existing users when requested
Proactively monitor system and integration statuses on a daily basis with a provided list of ad hoc reports
Monitor, acknowledge, update, and close incident requests in the Service Management tool or any other software designated to manage the work requests being assigned.
Ensure he/she is updated with the latest tools and technology skills, knowledge, and practical experience so as to deliver the best customer satisfaction through a speedy and quality resolution of requests.
Maintain work logs, update incidents and requests with appropriate information, and own the request until closure.
Adhere to all support system processes without deviation and keep the internal teams updated about escalations, threshold breaches, SLA violations or possible breach scenarios, technical or procedural failures, etc
For complex or unique issue resolution scenarios perform root cause analysis.
Provide feedback to software development and other service desk / help desk teams on issues faced and what corrective action can be taken to avoid such instances in the future where possible.
Maintain good professional relationships with counterparts across the organization.
Participate in solution rollouts, upgrades, and training sessions for end-users as we'll as participate in training to learn new tools, products, and technologies.
Attend weekly, monthly, and ad hoc IT and generic team meetings as necessary and complete and submit necessary documentation, activity reports, and causal analysis documents.
The candidate will be expected to work on / support more than one business application.
Document new processes and update existing SOPs
The candidate will be expected to learn about and understand the product offerings (furniture) of Herman Miller to be able to support the business better.

Technical skills

Mandatory :

Retail and Commerce Systems support such as CRM, ERP, WMS, OMS, POS, Commerce, etc
Experience working on any Incident management / Support ticketing systems

Desirable :

Customer Support Process experience
Experience using JIRA and Confluence
Experience in a retail or commerce industry
Experience with Salesforce.com and Salesforce Commerce Cloud
Experience with NetSuite ERP and/or POS
Experience with Manhattan SCALE Warehouse Management System

Essential experience

Experience of at least 6-8 years working in a similar application support role
Past work experience working with remote customers outside India (preferably in the US and Europe)
Experience in causal analysis/evaluation of underlying causes for errors/disruptions
Knowledge of IT support system processes.

Ideal candidate

A graduate / post-graduate in engineering/technology or equivalent.
Having excellent interpersonal and communication skills both written and verbal in English.
Strong analytical and problem-solving skills with the ability to quickly understand, retain, and apply large amounts of new information
Having anywhere between 6 - 8 years of IT experience of which at least 5 years should have been in a similar role.
Ability to work individually or within a team environment
Willing to work in UK / US / Early morning India shift on a need basis and on-call/weekends
Ability to participate in multiple projects/tasks and priorities in a healthy work environment
Has attention to detail and a penchant for quality
Has a constructive approach to giving and receiving feedback.
Has testimonials to prove high levels of customer satisfaction in previous engagements
Ability to take direction, constructive criticism, and work within specified deadlines (SLAs & OLAs)
Adhere to processes and procedures defined for the role, the team, and the organization
Certified in one or more of the core process areas of work/technologies.