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Supply Chain Support Specialist
1 semana atrás
At Generix, we specialize in developing Collaborative Supply Chain Solutions that empower seamless exchange of goods and data across the globe. Our platform of innovative digital services optimizes the management of physical flows, streamlining the entire supply process from production to delivery through our WMS, TMS, RMS, and VMI solutions. We integrate logical and financial flows by connecting systems of all players in the chain, from order to payment, through our e-invoicing, e-reporting, EDI, P2P, and O2C solutions.
Key Responsibilities- Resolve client tickets (incidents and requests) for Generix Group solutions within agreed-upon deadlines;
- Diagnose and resolve Level 1 tickets;
- Escalaate incidents and requests as needed;
- Gather diagnostic materials (trackers, debugs) and share backups with higher-level teams;
- Manage interactions (open, close, relaunch, notify customers, complete technical information, and escalate actions);
- Communicate effectively with clients' end-users for resolved incidents and requests;
- Redirect out-of-scope requests to relevant departments;
- Adhere to escalation protocols and report critical incidents;
- Apply established procedures and guidelines;
- Coordinate patch delivery to clients' release teams.
