Job Description:
Provide level 1 support and troubleshooting assistance for users encountering issues with the logistics software (Warehouse Management System, Freight Forwarding System etc.)
Record user inquiries via email and processes in the incident management system.
Escalate unresolved or complex issues to level 2 support or relevant technical teams for further investigation and resolution.
Keep users informed of incident progress and notify them of changes or outages -Close resolved incidents, requests, and others in a timely manner.
Follow up on open tickets and influence tech teams for prioritization.
Relay customer feedback or suggestions to the appropriate internal teams.
Training other staff members on Troubleshooting and diagnosing problems.
Prepare procedures, FAQ and Training material for new and updated processes.
Prepare weekly/monthly incident report and participate in regular meetings.