[Hiring] Global Service Desk Analyst @Infios

Role Description

If you are looking for a meaningful career 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 relentlessly make supply chains better.

The Global Customer Support Service Desk Analyst Tier 1 is an individual contributor position within the Körber Supply Chain Global Customer Support department (GCS). This position reports to the Manager, Tier 1 Support. The position provides functional and technical support for the various Supply Chain Software products at Körber Supply Chain.

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.

• 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.

Qualifications

• 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 applications 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.
• Fluency in English.

Requirements

• 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.

Benefits

• At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose.
• We meet you where you are to create the future you need.
• We equip you with the tools and opportunities to build the future you envision.
• We are committed to inclusion in the workplace.
• We believe that inclusion is a fundamental cornerstone of our success.