Tier 1 Service Desk Agent - Applications

An established organization seeks a Tier 1 Service Desk Agent to support the application environment during an enterprise transition to Oracle Fusion. This position serves as a key member of the application support team, managing and resolving system issues for internal users. The role requires troubleshooting skills, an understanding of order management workflows, and experience in a distribution or warehouse setting., * Provide Tier 1 and Tier 2 support for application issues.

• Manage ticket queues in the ticketing system to ensure proper prioritization and adherence to service level agreements.
• Troubleshoot and resolve incidents related to order fulfillment, inventory, procurement, and finance modules.
• Identify and analyze issue trends, communicating findings to engineering teams for root cause analysis.
• Assist users with operational problems including printing issues, label generation, billing synchronization, and incorrect customer statements.
• Receive and log incidents via multiple channels, including the service portal, email, and collaborative chat platforms.
• Develop a comprehensive understanding of business workflows, particularly in order management from order placement to invoicing.

Experience: One to three years of experience in a customer service background, with the ability to manage inbound calls in a fast-paced environment.

Technical Skills: Proficient experience with enterprise ticketing systems, with a preference for ServiceNow. Basic troubleshooting capabilities at a Tier 1 level are required.

Professional Skills: Strong communication skills, highly organized, and the ability to learn new systems quickly.

Preferred Qualifications

• Experience with Oracle Fusion modules, including warehouse management, order management, inventory, procurement, and finance GL/AR.
• Experience with Order to Cash workflows in major ERP systems such as SAP.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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