What are the responsibilities and job description for the Solumina L1 Support Specialist position at Grand Software Solutions?
The Solumina L1 Support Specialist provides first line support for shop floor users, addressing and resolving initial technical issues and inquiries. This role involves troubleshooting, diagnosing, and escalating issues as necessary while ensuring high levels of user satisfaction and minimal disruption to business operations.
Responsibilities: Respond to and log incoming support requests via phone, email, and ticketing system. Troubleshoot and resolve basic Solumina application issues and errors. Provide user support and guidance on Solumina functionalities and best practices. Document and track incidents, ensuring timely resolution and updates to users. Resolve L1 Solumina support tickets and escalate L2 issues Assist with user access management, including setting up and modifying user roles. Collaborate with other support team members to identify and implement improvements. Maintain and update support documentation and knowledge base. Provide feedback on recurring issues to assist in the development of preventive measures. Support end user training sessions and documentation as needed.
Requirements Bachelors degree in computer science, Information Technology, or related field. Proven experience of 3 years in ERP/MES support Any experience with Solumina or iBase T products will be a big plus ¿ Fair understanding of ITIL processes
Skills: Basic understanding of Solumina modules and functionalities training will be provided if necessary Proficiency in troubleshooting and problem solving. Effective communication skills, both verbal and written. Strong customer service orientation. Ability to manage multiple tasks and prioritize effectively. Familiarity with ticketing systems and incident management.
Job Type: Temporary
Contract length: 12 months
Pay: $50.00 - $55.00 per hour
Shift:
- Day shift
Work Location: Hybrid remote in McAllen, TX 78501
Salary : $50 - $55
