Responsibilities
Internal IT & Operational Support
- On-site Support: Provide real time support to warehouse operators on the fulfilment floor.
- Resolve hardware and software bottlenecks in real-time to ensure uninterrupted operational flow.
- On-site Troubleshooting: Assist in maintaining network stability and hardware functionality within the warehouse environment to ensure zero operational downtime.
- Systems & WMS Configuration: Perform foundational configuration tasks within the Warehouse Management System (WMS). This includes managing user permissions, and adjusting settings to align with real-time operational workflows where required.
- Master Data Maintenance: Support the integrity of our supply chain data by assisting in the entry, auditing, and maintenance of Master Data. This includes SKU attributes, and bin location mapping within the WMS systems.
- Data Validation: Conduct routine audits of system data to identify and rectify discrepancies, ensuring that the physical inventory aligns perfectly with the WMS and digital records in other integrated systems.
External Customer Support
- Client Interfacing: Serve as the first point of contact for external clients via email, phone, and support portal, addressing inquiries regarding our proprietary software.
- Technical Troubleshooting: Diagnose and resolve client-side software issues, guiding users through system functionality and best practices.
- Escalation Management: Document and escalate complex software bugs or feature requests to the Engineering team with clear, actionable notes.
- Knowledge Management: Contribute to the development of client-facing documentation, FAQs, and help centre articles to improve self-service resolution rates.
Minimum Requirement
- Strong communication skills and a customer-focused approach.
- Basic knowledge of operating systems and computer hardware.
- Understanding of basic networking concepts (Wi-Fi, connectivity).
- Willingness to work hands-on in a warehouse environment.
- A proactive attitude and eagerness to learn
What We Offer
- On-the-job training and mentoring.
- Exposure to warehouse and logistics technology.
- Career development and progression opportunities.
- A supportive team environment.