Join Our Team at Lean Solutions Group (LSG)!
Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.
At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.
Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.
Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.
Overview of the Position:
This role is responsible for providing end-to-end Level 1 to Level 3 application support by troubleshooting system issues, resolving incidents efficiently, and ensuring the stability and optimal performance of WMS platforms while meeting strict SLA requirements. The position plays a key role in minimizing operational disruptions through root cause analysis, timely resolution, and proper escalation when needed. The ideal candidate is detail-oriented, highly independent, and able to make sound decisions under pressure, with the flexibility to work weekends, holidays, and graveyard shifts in a fast-paced operational environment.
Functions:
- Provide Level 1–Level 3 application support for internal users across WMS platforms (Footprint and SoftGéon).
- Troubleshoot user-reported issues within the application UI, including workflows, permissions, data visibility, and system behavior.
- Independently analyze issues by reproducing problems, validating data, and identifying root causes before escalation.
- Resolve incidents directly when possible, including performing data corrections within the application and retriggering automated processes.
- Escalate complex issues to Level 4 or Integration Support teams following established escalation protocols.
- Manage and resolve tickets using Jira, including submitting and tracking vendor tickets with WMS providers as needed.
- Communicate clearly with users by providing guidance, clarification, and occasional on-the-spot training to address user errors or misunderstandings.
- Work within strict SLA requirements, prioritizing tickets based on urgency, complexity, and resolution timelines.
- Maintain accurate and detailed ticket documentation and contribute to knowledge-sharing initiatives and best practices.
- Operate independently during weekend shifts, utilizing critical thinking and problem-solving skills to support users effectively.