Responsibilities
• Serve as the first point of contact for system-related queries via email, phone, or chat
• Troubleshoot and resolve user issues, escalating when necessary
• Manage helpdesk ticket queues and ensure service levels (SLAs) are met
• Collaborate with developers, QA, and product teams to resolve complex issues
• Take ownership of assigned helpdesk calls until resolution
• Create and maintain user manuals, SOPs, and internal knowledge base documents
• Conduct onboarding and training sessions for new users (remote and in-person)
• Deliver refresher training to active users when needed. (Occasional travel required
• Gather user feedback to identify system or process enhancements
• Participate in user acceptance testing (UAT) before new software releases
• Contribute ideas for improving user experience and support processes
• Ensure system processes align with export regulations and compliance standards
• Assist during audits and prepare relevant documentation
• Support deployments, installations, and upgrades of export software
Experience
• Diploma or Certificate in Information Technology, Logistics, Supply Chain, or a related field
• 1–3 years’ experience in software/application support or logistics software
• Experience or understanding of export operations is advantageous (training will be provided)
Competencies
• Experience with helpdesk/ticketing tools (e.g., Jira, Freshdesk)
• Basic understanding of SQL or data querying
• Familiarity with logistics/export software or systems integration
• Strong analytical, problem-solving, and communication skills
• Excellent time management and ability to handle multiple priorities
• Customer-centric, proactive, and team-oriented attitude
• Works well under pressure while maintaining a professional approach
• Understanding of export processes and compliance requirements
• Strong communicator and relationship builder
• Detail-oriented and self-motivated
• Positive, solutions-focused, and adaptable
• Willingness to travel occasionally for client training or support
• Passionate about technology and continuous improvement
