Global Support Specialist

Trax Technologies; Cebu City; On-site; PHP 335,000 - 502,000; Full time

Job summary

Trax Inc. provides cloud-based solutions to automate freight invoice auditing and payment processing for buyers and sellers in logistics.

The role covers first line support for customers and carriers, issue analysis, ticket triage, and SLA-driven resolutions. Ideal candidates have a Bachelor’s in CS/IT/Engineering, 1–2 years of related experience, strong analytical and communication skills, and proficiency in MS Office with Jira knowledge a plus.

Qualifications

• Bachelor’s degree in CS/IT/Engineering or related field.
• 1–2 years of work experience in a similar role.
• Excellent analytical, interpersonal and communication skills.
• Proficient with MS Office; Jira knowledge is a plus.

Responsibilities

• Provide first level contact to customers and carriers via email, ticket, or phone.
• Perform first level analysis of issues and determine if resolution can be provided within Global Support.
• Process requests or provide resolution within Global Support Services scope.
• Triage tickets or emails to the functional team owner and monitor progress within SLA.
• Manage tickets received through Help Center and provide the latest updates.
• Document workflows and Help Desk operating procedures.
• Create manual customer and LSP reports as required.
• Perform prepayment processing on selected customers.
• Identify opportunities for continuous improvement and efficiencies.

Skills

Analytical skills

Interpersonal skills

Communication skills

MS Excel

MS PowerPoint

Jira knowledge

Attention to detail

Team player

Education

Bachelor’s degree in CS/IT/Engineering

Tools

Jira

MS Office

Job description

Trax Inc.provides cloud-based solutions and services to automate and manage freight invoice auditing and payment processing for buyers and sellers of logistics services. The Trax platform enables companies to optimize supply chain performance through greater visibility into their logistics ecosystem and predictive analytics based on over 1 billion logistics transactions from all industries, modes, and countries. Trax operates on a global scale with offices in the U.S., Latin America, Asia and Europe.

The Responsibilities:

• Provide first level contact to customer and carrier requesting assistance through email, ticket or over the phone.
• Perform first level analysis of issue or request and determine if resolution can be provided within Global Support team.
• Process request or provide resolution to issue within Global Support Services scope.
• Triage ticket or email to Functional team owner, monitor progress up to ticket closure within SLA.
• Manage tickets received through Help Center, regularly monitor, follow-up aging open customer tickets and provide latest update.
• Document workflows, Help Desk operating procedures.
• Create manual customer and LSP reports as required.
• Perform prepayment processing on selected customers.
• Acts as an advocate for continuous improvement, identifying opportunities and efficiencies.

The Qualifications:

• College graduate of Bachelor’s degree in Computer Science, Information Technology, Industrial Engineering, Computer Engineering or other related fields
• 1-2 years Work experience in a similar role
• Excellent analytical, interpersonal and communications skills; must be able to articulate a response to a caller in limited amount of time.
• Proficient in MS Office (Advance knowledge in MS Excel and MS PowerPoint), Knowledgeable with Jira is a plus
• Excellent attention to details and can work in a fast-paced environment
• Candidate must be willing to work on either day or mid shift
• Ability to collaborate and work well in a team
• Fast learner and able to work with minimum supervision
• Willing to be assigned in the NIGHT shift (9:00 PM - 6:00 AM, PH time)