About the role
Category: Technology
Location:
PERMANENT - AU DAYSHIFT REMOTE / WFH
Job Title: Solutions Support
Position Overview: The Solutions Support is responsible for providing first-line functional and technical support for the AU Client's applications, with a strong focus on WMS and supply chain
applications. Ideally with experience with Meson and integrated Tier 1 WMS platforms (e.g.Manhattan). This role combines customer service, problem solving, and system
configuration: you will manage support tickets, investigate and resolve configuration and
data issues, and work closely with developers and operations teams to deliver stable, well-configured environments for our clients. As you grow in the role, you will take on morecomplex configuration tasks, contribute to system improvements and documentation, and play a key part in successful client implementations and ongoing optimisation of their warehouse operations.
Key Responsibilities: * Act as first-line support for client enquiries and incidents related to the organization'sWMS solutions (Meson / Manhattan). * Log, prioritise and manage tickets in the support system, ensuring clear notes and timely follow-up. * Diagnose and resolve configuration, data and workflow issues, escalating complex cases when required. * Perform and maintain WMS configuration (e.g. warehouse setup, rules, user roles) under defined standards. * Assist with testing and deploying patches, enhancements and new client implementations/go-lives. * Provide end-user training, walkthroughs and clear explanations of system behaviour and changes. * Contribute to knowledge base articles and documentation for common issues and best-practice setups. * Collaborate with development, solutions and operations teams to ensure stable, supportable client environments.
Required Skills & Qualifications: * Experience in Warehouse Management Systems (WMS) support, configuration or operations, ideally with Meson and/or Manhattan (or other Tier 1 WMS). * Understanding of warehouse and logistics processes (inbound, storage, inventory control, picking, packing, dispatch). * Strong analytical and problem-solving skills, with a structured approach to investigating system and data issues. * Ability to read and interpret system configuration, logs and basic data structures; * Exposure to SQL (simple queries/joins) is highly regarded. * Confident user of ticketing/support tools like JIRA and comfortable working in a structured support environment. * Clear and professional communication skills (written and verbal), able to explain technical issues in a practical way to non-technical users. * High attention to detail, particularly around configuration accuracy and data quality. * Proven ability to manage multiple tickets/tasks, prioritise effectively and follow issues through to resolution. * Collaborative team player who enjoys working with developers, solutions consultants and operations teams. * Tertiary qualification in Information Technology, Supply Chain/Logistics, Business Systems or related discipline, or equivalent industry experience.
Technical Skills: * Experience supporting and/or configuring Warehouse Management Systems (WMS), ideally Meson and/or Manhattan Associates (or other Tier 1 WMS). * Strong understanding of core warehouse processes and how they map into WMS configuration (receiving, put-away, replenishment, picking, packing, dispatch, stocktake). * Ability to review and maintain WMS configuration settings (e.g. warehouse and location setup, allocation and picking rules, user roles and permissions, RF menus). * Comfortable working with SQL for basic investigations (SELECT queries, filters, simple joins) and data validation. * Ability to interpret system logs, error messages and interface files to help diagnose issues.
Soft Skills: * Strong customer service mindset with a calm, patient and professionalapproach. * Clear, confident communicator who can adapt style for both technical and non-technical audiences. * Collaborative team player who enjoys working with cross-functional teams and external clients. * High level of attention to detail and pride in delivering accurate, reliable work. * Proactive and self-motivated, with a willingness to take ownership of issues through to resolution. * Able to manage competing priorities, stay organised and work effectively under time pressure. * Flexible and open to change, with a growth mindset and genuine interest in learning new systems and processes.
Details
Originally posted on Himalayas