Total 78 support analyst job vacancies in Manufacturing / Production category

The specialized First Recovery IT Production SupportEngineer is responsible to support application wellness in production,investigate production issue raised, and respond to user with feasibleworkaround.

• Closely follow-up and monitor issue from investigation, pass relevant details to L2/L3 team.
• Clarify user queries. Make sure system availability as per SLA across countries for multiple applications / interfaces.
• Perform scheduled health check tasks across applications and raise alerts in case required.
  Able to work in shift-based environment, support implementations during bank’s green zone.
• Min 5 years’ experience.

Reporting to the Manager of Product Technical Support Tier 1, you will be the first point of contact for Assent Compliance’s midmarket customers and suppliers. You’ll handle inbound and outbound support inquiries via calls, webforms, emails, live chat, and screen-share sessions. As a Tier 1 Technical Analyst, you will play an integral role in ensuring customer success by providing timely, high-quality support and maintaining detailed documentation in a regulatory compliance environment. This position emphasizes both adherence to established processes and the creative problem-solving skills necessary to resolve unique or complex user issues.

KEY REQUIREMENTS AND RESPONSIBILITIES 

• Serve as a first responder to support requests, managing cases from initial contact to resolution

• Engage with clients and suppliers in a professional, friendly manner to enhance the customer experience

• Use troubleshooting tools, basic SQL queries, and AI-driven insights to identify root causes of issues

• Document all interactions, steps, and resolutions thoroughly for consistent case management

• Resolve routine to moderately complex issues using established processes and creativity for unique problems

• Escalate complex product defects or high-impact cases to Tier 2

• Contribute to multi-channel support by providing assistance through email, phone, chat, and screen-share

• Adhere to set performance metrics (e.g., first response time under 2 hours, quality rating ≥95%)

• Participate in training and knowledge-sharing sessions to stay updated on new features and best practices

• Collaborate with peers and higher-tier teams in “swarm” sessions to resolve challenging issues

• Manage your queue efficiently, consistently updating cases with progress and new information

• Work various shifts (including evenings and weekends) to support a global 24/7 operation

• Follow corporate security policies and handle data in accordance with regulatory requirements

This is not an exhaustive list of duties. Responsibilities may be altered and/or added from time to time to meet business needs. 

1.负责生产车间生产过程监控与操作，确保产线运行正常

Monitor and operate the production process on the workshop floor to ensure smooth production line operation.

2.负责生产车间设备的保养和维护，及时处理异常

Perform routine maintenance and upkeep of production equipment, and promptly address any malfunctions

3.负责工艺参数管理与优化，确保产品质量稳定

Manage and optimize process parameters to ensure stable product quality.

4.负责车间各岗位的协调与沟通，促进生产计划达成

Coordinate and communicate between different workshop floor positions to facilitate the achievement of production plans.

5.负责生产数据记录与报表

Record production data and generate relevant reports.

技能要求：

1.计算机与软件技能

Computer and software skills, proficiency in common office software.

2.熟悉常规设备原理，了解自动化控制系统的基本操作与维护

Familiar with the principles of conventional equipment; basic knowledge of operating and maintaining automation control systems. e.g., PLC(Programmable Logic Controller),DCS(Distributed Control System).

3.质量与安全意识

Strong quality and safety awareness.

4.分析与应变能力

Excellent analytical and problem-solving skills.

5.沟通与团队合作

Good communication and teamwork skills.

6.自动化/机电等专业 大专及以上

Diploma or above in Automation, Mechatronics, or related fields