Senior Technical Support Specialist - Supply Chain Systems

Location: London, England (100% On-Site) 

Salary:  Competitive Salary + 10% annual bonus 

*This position is not eligible for relocations.  All positions must reside within the country listed within this job description. 

A little bit about us:

AVT, a Wipro Company is a mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale. 

About the Role:

AVT a Wipro Company is looking for a Sr. Technical Support Specialist to join our Support team. In this role, you'll play a key part in supporting mission-critical applications for our internal customers, ensuring exceptional technical support, customer service, and timely issue resolution. As part of our Supply Chain organization, you'll need a versatile skill set to manage a broad range of applications within our client's products. We're seeking candidates who are passionate about technology, committed to outstanding customer service, and thrive in a fast-paced environment. Our clients, Fortune 100 technology companies, prioritize scaling their businesses by putting people first, and our team is dedicated to advancing this mission by focusing on customer needs above all else.  

About You: 

• Strong technical skills 

• An obsession with user experience 

• A collaborative utility player mentality (a.k.a. low ego) 

• Creative problem-solving abilities 

• A proactive sense of curiosity 

Responsibilities: 

• Provide efficient support on product and integration issues that do not require code changes 

• Develop test cases and scenarios in order to pinpoint the root cause of product bugs 

• Follow detailed processes and workflows to provide world class support to engineering teams 

• Efficiently and effectively execute SOPs and develop and maintain the knowledge base 

• Rapidly diagnose, investigate and resolve or troubleshoot issues and refine into clear and concise communication and documentation 

• Communicate effectively with engineering teams to identify solutions to recurring product issues and improve on the ground engagement quality with cross-functional partners 

• Effectively and concisely communicate technical resolution, workarounds, or product confusion to bug reporters and/or engineering teams 

• Support a rotating on-call support schedule 

• Serve as a debugging expert across platforms and products and teach other Specialists about new logs, tools, etc. in order to improve efficiency and workflows 

• Communicate effectively with engineering teams in order to improve on the ground engagement quality with cross-functional partners 

• Identify, build out and conduct on-site technical training and shadowing opportunities across the team in order to improve the team's technical debugging 

Your Expertise: 

• Bachelor’s degree in computer science, Business administration or similar IT field 

• 4+ years of technical support experience within an enterprise environment 

• Familiarity with supply chain processes and core activities (supply planning, inventory management, fulfillment, operations & maintenance, etc.) 

• Experience leading teams and/or experience working with multiple stakeholders and leadership 

• Experience operating with SLAs in a client-facing role in a production support environment 

• Ability to work on-call schedule on weekdays and occasionally on weekends 

Preferred Qualifications:  

• Basic C, C++, Python, Objective C knowledge 

• JavaScript/PHP knowledge 

• Experience using commercial and financial products