Provide technical support for supply chain and inventory planning software. Manage and resolve end-user tickets within SLA targets, investigate and reproduce issues, diagnose problems, deliver solutions or escalate them, and analyze SQL code, stored procedures, business processes, and customer requirements to identify misalignments and recommend fixes.
**About Us**
We are a dynamic, rapidly growing global company and the innovators of service-driven supply chain planning software. For more than two decades, we’ve been helping companies around the world overcome demand volatility and supply chain complexity so they can deliver outstanding service to their customers and bottom line.
Our solutions have been recognized by customers globally and analyst firms, such as Gartner, for our ability to support service and inventory trade-offs, while dramatically improving planner productivity. ToolsGroup has been successfully deployed worldwide in more than 44 countries, and we have one of the highest customer retention rates in our industry.
**About the Role**
The main purpose of the Customer Care Specialist is to provide technical software support on the entire TG Supply Chain and inventory planning software products and solutions in the industrial, distribution, wholesale, and retail industry, reaching the highest level of satisfaction of our final users in the support service.
**Main Responsibilities**
- Management and resolution of all the ticket submitted by end-users within the agreed SLA’s, related to problems encountered in the use of TG products to provide solutions, minimize the impact on customer operations, keep high customer satisfaction and ensure high support contract renewal rate.
- Investigation of incoming tickets to reproduce presumed malfunctions.
- Diagnosis of problems and triage with possible exits: delivery of solution or escalation to corresponding team.
- Diagnosis performed by reviewing and understanding the underlying SQL code. Understanding the intended business process of the functionality in question and the customers understanding of the intended functionality. Comparing these to identify where there is a misalignment and manage a resolution through code change suggestion to R&D or adjusting customer’s understanding of the functionality in question.
**Requirements**
- Bachelor Degree. (Information Technology, Computer Science or Industrial Engineering) or equivalent
- Min. 1-2 years’ working experience acting as software developer, tester, implementation consultant or software support specialist.
- Preferred experience in the domain of software implementation or support of Inventory optimisation and planning software for industrial, distribution, wholesale and retail companies
- Proficient in Microsoft SQL Server, T-SQL, Stored Procedures and MSSQL Database administration.
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