Helpdesk Officer (CargoWise)

30,000.00 - 35,000.00

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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


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


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
  •  Willing to work in Ortigas
  •  Amenable to work on shifting schedule

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