Global Support Specialist

Trax Group; Philippines; On-site; PHP 360,000 - 480,000; Full time

Job summary

Trax Group is seeking a Global Support Specialist in the Philippines to provide first-level support to customers and carriers via email, ticketing, or phone. The role involves basic issue analysis, triage, and resolution within the Global Support scope, with ticket management and SLA adherence.

The ideal candidate has a bachelor’s degree in a related field and 1–2 years of experience, strong analytical and communication skills, and proficiency in MS Office; Jira knowledge is a plus.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Industrial Engineering, Computer Engineering or related fields.
• 1–2 years work experience in a similar role.
• Excellent analytical, interpersonal and communication skills; able to articulate responses quickly.

Responsibilities

• Provide first level contact to customers and carriers via email, ticket, or phone.
• Perform first level analysis to determine resolution scope within Global Support.
• Process requests or resolutions within Global Support Services scope.
• Triage tickets/emails to Functional team owners; monitor progress to SLA.
• Manage tickets via Help Center; follow up on aging tickets; provide updates.

Skills

Analytical skills

Interpersonal skills

Communication skills

Teamwork

Education

Bachelor’s degree in CS/IT/Eng

Tools

MS Excel

MS PowerPoint

Jira

Job description

Global Support Specialist

Company : Trax Group Job Type : Full Time Philippines

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)