Global Support Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

Trax Inc. is seeking a customer support analyst to provide first level assistance to customers and carriers via email, ticket, or phone, perform initial issue analysis, and route complex requests to the appropriate teams.

You will work night shifts (9:00 PM–6:00 AM PH time) in the Philippines, with a focus on fast resolution, documentation, and continuous improvement, using MS Office and Jira as a plus.

Qualifications

• 1–2 years work experience in a similar role.
• Excellent analytical, interpersonal and communication skills.
• Proficient in MS Office; advanced Excel and PowerPoint; Jira knowledge a plus.
• Able to articulate responses to callers clearly and concisely.
• Willing to work day or mid shift; night shift (9:00 PM–6:00 AM PH time) required.
• Collaborative team player with fast learning and minimal supervision.

Responsibilities

• Provide first level contact to customer and carrier via email, ticket, or phone.
• Perform first level analysis of issue and determine resolution scope within Global Support.
• Process requests or resolutions within Global Support Services scope.
• Triage tickets to functional team owner and monitor progress to SLA closure.
• Manage tickets through Help Center and follow up on aging tickets.
• Document workflows and Help Desk operating procedures.
• Create manual customer and LSP reports as required.
• Perform prepayment processing on selected customers.
• Act as advocate for continuous improvement, identifying opportunities and efficiencies.

Skills

Analytical skills

Interpersonal skills

Communication skills

Education

Bachelor's degree in Computer Science, Information Technology, Industrial Engineering, Computer Engineering or related fields

Tools

Jira

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)