L1 Technical Support Specialist

Key Responsibilities:

• Receive and acknowledge issues from customer base or identify issues;
• Perform Case qualification, verify problem/analysis and confirm prioritization with customer base;
• Identify and verify the impact of various alternatives on local or regional systems/processes;
• Define interim strategies or workarounds and facilitate communication to user community through defined processes;
• Identify and involve additional resources if necessary;
• Engage all appropriate parties to address escalated issues;
• Drive the implementation of the solution; consulting appropriate resources as necessary;
• Utilize root cause codes on all cases to identify trends, gaps, training;
• Communicate updates to documentation as appropriate
• Keep up to date with local business requirements and practices and communicate information to the appropriate business users

Key Experience Desired /Feeder Positions to Role

• Experienced in Supply Chain Management
• Knowledge of S4 Application and awareness about See Burger, PO Middle Ware.
• Business and/or Technical degree or relevant combination
• Aptitude to perform technical and business process activities
• Good Knowledge of Microsoft Package (Power point, Excel, Word, IE, etc.)

Key Competencies/Selection criteria

• Customer orientation, strong analytical skills, teamwork, flexibility, responsiveness
• Judgment and decision-making skills
• Effective Communication skills (oral and written)
• Sound knowledge of techniques, and business knowledge expertise of Supply Chain Operations
• Knowledge of Support Model process, roles, and responsibilities