Night-Shift Global Support Specialist — Cloud Freight

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

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.