Handle the Freight Helpdesk, resolving various priority and issue level tickets coming from employees across all levels of the organization globally.
Confer with users through calls/emails and conduct first level support diagnostics in Cargowise to investigate and resolve problems, providing technical support and assistance.
Assess the importance of Cargowise system risks and escalate unresolved issues to second level support for mitigation planning.
Capability to explain technical sides of the software to a non-technical audience and provide basic training to users upon requirement.
Ensuring the quality and integrity of data by performing data cleansing, updation and maintenance activities related to users, shipments, organizational accounts, etc.
Ensure user queries/tickets are handled and responded to in a timely and efficient manner.
Articulate and keep up-to date with the standard operating procedures in place for freight and Cargowise software to be a competent first point of contact/ front liner with the end-users.
Help drive the change to improve business responsiveness and accelerated invoicing through comprehensive 1st level service desk support.
Job Responsibilities - Experience and Education
A graduate with a Bachelor’s Degree in Business, Logistics, Information technology, Industrial Engineering or a related field.
Previous Cargowise Experience (good to have but not necessary).
Be Tech-Savy and comfortable with learning and operating new softwares / domains.
Proficiency in MS Suite (SharePoint, Microsoft Word, Microsoft PowerPoint, Microsoft Teams, Microsoft Excel, etc).
Fluency in English, both written and spoken.
Able to work in a global cross functional team with key stakeholders across the organization.
Self - motivated with an eagerness to learn and advance on the job.
Goal oriented with excellent time management skills.
A keen eye for detail.
Being front-liners with users, it is essential to have excellent communication, skills with ability to articulate knowledge into structured take-aways.
Negotiation
Strong problem solving and analytical skills with the ability to work well under pressure and deal with large volumes of data/information.
Leadership Behaviors Building Outstanding Teams Setting a clear direction Simplification Collaborate & break silos Execution & Accountability Growth mindset Innovation Inclusion External focus
