Helpdesk IT Support Specialist

About Us: Great Deals E-Commerce Corporation is a leading player in the e-commerce industry, dedicated to providing exceptional service and innovative solutions. We are looking for a passionate and skilled Helpdesk IT Support Specialist to join our dynamic Technology and Information Department.

Job Summary: As a Helpdesk IT Support Specialist, you will be the first line of defense for our Order Management Systems (OMS) and Warehouse Management Systems (WMS). Your role is crucial in ensuring smooth operations by providing technical assistance to users encountering issues with these software programs. You will troubleshoot and resolve basic issues related to order processing, inventory management, and system access, and escalate complex problems to the appropriate IT team or vendor.

Key Responsibilities:

• Provide first-line technical support to internal and external customers via phone, email, and chat.
• Troubleshoot and diagnose a wide range of technical issues related to OMS and WMS.
• Resolve problems independently or escalate complex issues using the ticketing tool.
• Document interactions, solutions, and follow-up steps to ensure clear communication and efficient resolution.
• Maintain a positive and professional demeanor while delivering excellent customer service.
• Update knowledge base and internal resources with new information and solutions.
• Collaborate effectively with team members and other departments.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 1-2 years of experience in a technical support role.
• Strong understanding of software programs and networking concepts.
• Excellent problem-solving and analytical skills.
• Superior written and verbal communication skills.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with ticketing systems (e.g., Zendesk, Anydesk, ClickUp, Jira, Service Now, SAP) is a plus.
• Experience with OMS and/or WMS is an advantage.