Support Analyst L1

If you are looking for a meaningful job where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to conquer supply chain complexity, together.
 

About You: 

As a Tier 1 Service Desk Analyst at Körber Supply Chain, you are dedicated to delivering exceptional functional and technical support for our suite of Supply Chain Software products. Your role is centered around providing comprehensive assistance through both phone and ticketing systems to customers. 

With a strong foundation in customer service, you are adept at multitasking, prioritizing tasks, and employing analytical and troubleshooting skills to resolve software-related issues efficiently. 

You thrive in collaborative environments and excel at maintaining clear and concise communication with both customers and internal teams. Your ability to quickly learn and expand knowledge in relevant processes and applications allows you to adapt swiftly to evolving challenges. 

Embracing a customer-centric approach, you utilize active listening, empathy, and emotional intelligence to handle customer interactions with care. Your goal is not only to resolve issues promptly but also to empower customers through effective communication and documentation. 

Responsibilities: 

• Provide comprehensive support through both phone and ticketing system. 
• Gather initial information to understand and troubleshoot software-related issues. 
• Document all relevant information accurately in the ticketing system. 
• Assess and triage support cases, routing them to the appropriate internal teams. 
• Maintain clear and concise communication with customers and internal teams. 
• Meet defined SLAs for first response and resolution of support cases. 
• Collaborate effectively with internal teams, external partners, and third-party vendors. 
• Escalate tickets to appropriate teams or levels of support when necessary. 
• Maintain a low percentage of cases escalated due to case hygiene or failure to meet SLA. 
• Handle critical responses and escalate cases based on severity. 
• Maintain a low call unanswered rate to ensure customer phone calls are promptly being addressed. 
• Resolve issues based on defined runbooks, policies, and procedures. 
• Curate various types of documentation utilized to expand the footprint of the Tier 1 service. 
• Utilize active listening, empathy, and other emotional intelligent skills to properly handle customer interactions. 
• Meet or exceed the defined required customer service satisfaction score. 

Required: 

• Strong customer service skills and ability to multi-task 
• Strong analytical, troubleshooting, and problem-solving skills 
• Ability to prioritize tasks and self-manage 
• Ability to quickly learn and expand knowledge in relevant processes and application as part of day to day. 
• Excellent listening, oral, and written communication skills with strong interpersonal skills. 
• Possess strong sense of teamwork, integrity, and positive attitude. 
• 0-1 year technical customer support experience. 
• Advanced English for daily comunication

Preferred: 

• Experience or industry knowledge in supply chain software such as warehouse management solutions or order/ inventory management solutions 
• Experience in database (SQL / Oracle) queries and stored procedures 
• Experience with operating systems and RF hardware 
• Labeling (Bartender) experience a plus 
• Voice software expertise in (Honeywell) 
• Prior experience with ServiceNow or other industry standard ticketing system 

***All applications/CV's must be in English***

Help enable those who move goods to do good by contributing your skills and individual viewpoints in a highly collaborative, caring team environment.

Körber Supply Chain Software better enables those who move goods to do good when we prioritize diversity, equity, and inclusion. It’s better for our people, better for our business, and better for the world. That’s why at Körber we cultivate and celebrate our colleagues’ experiences and perspectives, whether they look, think, move, believe, or love differently than us.  We are committed to fostering a diverse and inclusive work environment and pride ourselves on being an equal opportunity employer. We encourage people from diverse backgrounds to apply and all qualified applicants will receive equal consideration for employment without regard to gender and identity, age, race, religion, ethnicity, ancestry, sexual orientation or expression, disability, or veteran status.