Why join us?
Our purpose is to design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.
Role: Digital Technology Support Representative
Location: Bangalore – India
Job Description
This position will be responsible for providing effective IT Software application support, troubleshooting, usage support, and assistance to internal business partners across all digital-related technology solutions Via Calls, chat, tickets, and emails. These solutions are primarily focused on retail and commerce systems such as CRM, ERP, WMS, OMS, POS, and e-commerce. The Digital Technology Support Representative will be responsible for owning the application support request queues in the service management/incident management system, providing the required technical services to the end users, and ensuring the smooth functioning of the business applications by applying his/her technical knowledge and expertise to resolve problems related directly to the application or its underlying platform/database or operating system. This role will work as part of a larger Digital Technology Support team that operates from other locations outside India as well and will involve a matrix reporting structure with a local team lead and manager as well as a remote technical lead to work with. This role also involves working in a shift that aligns with “out of business” hours in the US or Early morning India shift and over the weekends. (Rotational shift and offs).
Key Responsibilities Include:
- Evaluate and resolve technical and usability problems with regard to applications within the scope of the role.
- Where resolution becomes difficult, escalate such work requests to specialist technology / functional teams and resolve all complex application and system issues.
- Set up new users with necessary system access and update the access of existing users when requested
- Proactively monitor system and integration statuses on a daily basis with a provided list of ad hoc reports
- Monitor, acknowledge, update, and close incident requests in the Service Management tool or any other software designated to manage the work requests being assigned.
- Ensure he/she is updated with the latest tools and technology skills, knowledge, and practical experience so as to deliver the best customer satisfaction through a speedy and quality resolution of requests.
- Maintain work logs, update incidents and requests with appropriate information, and own the request until closure.
- Adhere to all support system processes without deviation and keep the internal teams updated about escalations, threshold breaches, SLA violations or possible breach scenarios, technical or procedural failures, etc.
- For complex or unique issue resolution scenarios perform root cause analysis.
- Provide feedback to software development and other service desk / help desk teams on issues faced and what corrective action can be taken to avoid such instances in the future where possible.
- Maintain good professional relationships with counterparts across the organization.
- Participate in solution rollouts, upgrades, and training sessions for end-users as well as participate in training to learn new tools, products, and technologies.
- Attend weekly, monthly, and ad hoc IT and generic team meetings as necessary and complete and submit necessary documentation, activity reports, and causal analysis documents.
- The candidate will be expected to work on / support more than one business application.
- Document new processes and update existing SOPs
- The candidate will be expected to learn about and understand the product offerings (furniture) of Herman Miller to be able to support the business better.
Technical skills Mandatory:
- Retail and Commerce Systems support such as CRM, ERP, WMS, OMS, POS, Commerce, etc.
- Experience working on any Incident management / Support ticketing systems
Desirable:
- Customer Support Process experience
- Experience using JIRA and Confluence
- Experience in a retail or commerce industry
- Experience with Salesforce.com and Salesforce Commerce Cloud
- Experience with NetSuite ERP and/or POS
- Experience with Manhattan SCALE Warehouse Management System
Essential experience
To be considered for this post, the candidate should have all of the following experience
- Experience of at least 6-8 years working in a similar application support role
- Past work experience working with remote customers outside India (preferably in the US and Europe)
- Experience in causal analysis/evaluation of underlying causes for errors/disruptions
- Knowledge of IT support system processes.
Ideal candidate
- A graduate / post-graduate in engineering/technology or equivalent.
- Having excellent interpersonal and communication skills both written and verbal in English.
- Strong analytical and problem-solving skills with the ability to quickly understand, retain, and apply large amounts of new information
- Having anywhere between 6 - 8 years of IT experience of which at least 5 years should have been in a similar role.
- Ability to work individually or within a team environment
- Willing to work in UK / US / Early morning India shift on a need basis and on-call/weekends
- Ability to participate in multiple projects/tasks and priorities in a healthy work environment
- Has attention to detail and a penchant for quality
- Has a constructive approach to giving and receiving feedback.
- Has testimonials to prove high levels of customer satisfaction in previous engagements
- Ability to take direction, constructive criticism, and work within specified deadlines (SLAs & OLAs)
- Adhere to processes and procedures defined for the role, the team, and the organization
- Certified in one or more of the core process areas of work/technologies.
Who We Hire?
Simply put, we hire everyone. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.
MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at careers_help@millerknoll.com.
