Join our dynamic sales team as a Helpdesk Officer who will provide exceptional support to all CargoWise-related queries, offer technical assistance, and maintain customer satisfaction. Apply now!
Job Summary
HMO on Day 1
Receive promising perks and rewards
Experience travel opportunities
Get recognized for what you do
Achieve work-life balance
Improve exponentially with enhanced learning
Responsibilities
Client Specific Tasks
User Support
Provide first-level contact and support for all CargoWise-related queries.
Assist users in troubleshooting issues encountered within CargoWise, including system navigation, data entry, and workflow optimization.
Technical Troubleshooting:
Identify, analyze, and resolve technical issues in a timely manner.
Collaborate with technical teams or CargoWise support for complex issues.
Documentation & Reporting:
Maintain detailed records of user queries, issues, and resolutions.
Prepare reports on helpdesk activity and trends for management review.
Continuous Improvement:
Provide feedback to management on potential system improvements.
Stay updated with new CargoWise features and updates.
Standard Operating Procedure (SOP)
Issue Identification:
Clarify user queries and gather necessary information to understand the issue.
Categorize and prioritize issues based on urgency and impact.
Initial Contact: Respond to user inquiries via phone, email, or chat within predefined timeframes.
Log all inquiries in the helpdesk tracking system.
Resolution Process
Provide step-by-step solutions for common CargoWise issues.
Escalate complex issues to the appropriate technical team or direct to CargoWise support.
Follow-up and Closure:
Ensure resolution is satisfactory to the user.
Close tickets with detailed resolution notes.
Log all time in the system to easily see time spent
Reporting and Feedback:
Generate regular reports on helpdesk activities.
Identify trends in issues and suggest improvements.
Other Responsibilities:
Receive/initiate calls or emails from/to the clients and will act as Level 1 or 2 support
Manage reporting needs and expectations for both internal/external clients
Gather user requirements through analyzing data, current systems and business practice.
Collaborates with process team to define and develop documentation, SOPs and other client requirements.
Meet and exceed client and company’s KPIs
Basic Helpdesk Support:
Analyze on ticket types & requirements for strategic effort to eliminate cause
User Setup and Termination Requests
Perform Bug Investigation & Troubleshooting requests from clients
Setup of restricted organizations
Adding or Removing Security rights & analysis of reported errors
Setup of automated document delivery
Escalation of Incidents to Process Team:
Requests for training, customized reports/documents
Security Access
Setup of master data
Requests for system upgrades
Requirements
Client Requirements:
Experience with CargoWise software or similar logistics management systems.
Strong problem-solving and analytical skills.
Fluent in spoken and written English
Excellent communication and customer service skills.
Ability to work in a fast-paced, outsourced environment.
Other Requirements:
Minimum of solid and recent 1-year experience in a technical support role
Good customer service and technical/troubleshooting skills
Preferably with Freight Forwarding or Logistics background
Solid computer skills with the ability to learn new systems quickly
With positive attitude towards difficult situation
