Night-Shift 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 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.