Global Support Specialist

Trax GroupCebu City, Philippines | CebuOnsite

The Responsibilities:

Provide first level contact to customer and carrier requesting assistance through email, ticket or over the phone.
Perform first level analysis of issue or request and determine if resolution can be provided within Global Support team.
Process request or provide resolution to issue within Global Support Services scope.
Triage ticket or email to Functional team owner, monitor progress up to ticket closure within SLA.
Manage tickets received through Help Center, regularly monitor, follow-up aging open customer tickets and provide latest update.
Document workflows, Help Desk operating procedures.
Create manual customer and LSP reports as required.
Perform prepayment processing on selected customers.
Acts as an advocate for continuous improvement, identifying opportunities and efficiencies.

The Qualifications:

College graduate of Bachelor’s degree in Computer Science, Information Technology, Industrial Engineering, Computer Engineering or other related fields
1-2 years Work experience in a similar role
Excellent analytical, interpersonal and communications skills; must be able to articulate a response to a caller in limited amount of time.
Proficient in MS Office (Advance knowledge in MS Excel and MS PowerPoint), Knowledgeable with Jira is a plus
Excellent attention to details and can work in a fast-paced environment
Candidate must be willing to work on either day or mid shift
Ability to collaborate and work well in a team
Fast learner and able to work with minimum supervision

Life at Trax Group

Trax is the global leader in Transportation Spend Management solutions. Combining industry leading cloud-based applications with expert services, we are transforming traditional freight and parcel audit to help customers better manage and control their global transportation costs and drive enterprise wide efficiency. With a global footprint spanning North America, Latin America, Asia and Europe, we deliver data-based visibility and insights, higher savings and better control of transportation spend for shippers of all sizes. Visit us at www.traxtech.com.

Thrive Here & What We Value1. Global presence with offices in the U.e., Latin America, Asia, and Europe2. Data-driven logistics management through predictive analytics on over 1 billion transactions3. Cloud-based solutions for freight auditing and payment processing4. Customer-centric approach focusing on success and growth5. Emphasis on innovation, continuous improvement, and program maturity6. Strong governance and contractual obligations7. Collaborative work environment with crossfunctional services organization8. Empowered learning environment focused on helping customers succeed9. Dynamic and fast-paced environment prioritizing customer service and time management10. Highly analytical problem-solving skills with excellent communication abilities

Global Support Specialist

Life at Trax Group

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