Helpdesk Officer

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

• Willing to work in Ortigas

Amenable to work on shifting schedule

Job Type: Full-time

Pay: Php30,

• 00 - Php35,000.00 per month
  
  Benefits:
• Health insurance

Opportunities for promotion

• Paid training

Pay raise

• Promotion to permanent employee

Schedule:

• 8 hour shift

Supplemental Pay:
* 13th month salary