Job Description

About Anchanto :



At Anchanto, our mission is to revolutionize eCommerce operations for businesses of all sizes by providing innovative and intelligent SaaS platforms. We strive to simplify backend eCommerce processes, making them simpler, faster, and scalable. Our vision is to transform the eCommerce landscape in the region and become the most customer-centric company in our domain.



We have a diverse and multicultural team that thrives on creativity and collaboration. At Anchanto, every team member enjoys the freedom and opportunities to realize and explore their full potential.



We take great pride in crafting excellent and robust products that can reshape how businesses approach eCommerce management. Our focus is on delivering enchanting experiences to our customers as we work towards becoming the top customer-centric company in our industry. Join us as we drive positive change and shape the future of eCommerce.


Position Overview :



We are seeking an experienced L1 Production Support Team Member to join our team. The ideal candidate should have 4 to 5 years of experience in client-facing roles and a strong understanding of working with the ServiceNow (SNOW) ticketing system. The Team Member will play a crucial role in ensuring the stability and availability of our systems while providing exceptional customer service to our clients.



•NOTE: This role will require you to work in Au NZ Time zone •


Responsibilities :


• Provide first-level technical support and troubleshooting for incidents reported by clients or identified through monitoring tools.
• Respond promptly to client inquiries and ensure proper resolution of reported issues within defined SLAs.
• Collaborate closely with L2 and L3 support teams to escalate complex issues that require further investigation or expertise.
• Utilize the ServiceNow ticketing system to document, track, and manage incident reports, ensuring accurate and comprehensive information.
• Monitor system alerts and notifications to proactively identify potential issues and address them before they impact clients.
• Work in a fast-paced environment to prioritize and manage multiple tasks simultaneously.
• Conduct root cause analysis for recurring issues and contribute to the development of long-term solutions.
• Maintain accurate documentation of support procedures, troubleshooting steps, and best practices.
• Assist in onboarding and training of new team members, sharing insights and knowledge to enhance the team's capabilities.
• Participate in an on-call rotation to provide after-hours support as needed.


Qualifications:


• 2+ years of relevant experience in a client-facing technical support role.
• Strong familiarity with ServiceNow (SNOW) ticketing system and its functionalities.
• Solid understanding of IT infrastructure, systems, and application components.
• Proficient in diagnosing and troubleshooting technical issues in a timely manner.
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical clients.
• Demonstrated ability to work collaboratively in a team environment and effectively escalate issues as needed.
• Proactive mindset with the ability to identify potential problems before they escalate into major incidents.
• Strong analytical and problem-solving skills to identify root causes and recommend effective solutions.
• Willingness to work in a rotational on-call schedule to provide after-hours support when required.
• Relevant certifications (e.g., ITIL, ServiceNow) will be a plus.
• Bachelor's degree in computer science, Information Technology, or a related field is preferred.