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Support Engineer

Descartes Systems GroupMakati City, PH

30+ days ago

Job description

POSITION SUMMARY

Descartes is a leading provider of Ocean Transportation Rate Management Systems and Ocean Publishing Services. The systems and services that Descartes supplies to VOCCs, NVOCCs, shippers, and other ocean intermediaries allows them to maintain global rate repositories, manage allocation, and maintain detention and demurrage charges. Descartes GPM Expertise Center is responsible for providing customer support for internal and external Global Pricing Manager (GPM) customers.

As a member of the GPM Expertise team, you will provide application support, prioritize bug fixes, generate reports, and manage customer expectations. Additionally, you will be expected to participate in SCRUM meetings and assist with the scheduling of software releases. Except for critical issues, the normal support hours are between 0800 to 1800 Manila time.

RESPONSIBILITIES :

Provide customer assistance to external and internal customers via phone, e-mail, Chat, and Descartes’ support portal
Troubleshoot and diagnose reported issues
Proactive application monitoring
Maintain customer contact and incident information within ticketing application
Follow and write procedural and diagnostic documentation
Provide application support
Prioritize bug fixes
Assist with the scheduling and notification of pending software releases
Participate in SCRUM calls
Maintain departmental Key Performance Indicators (KPIs)
Ensure proper call ticket escalation
Report generation

REQUIREMENTS :

Bachelor’s degree or equivalent work experience

Minimum of 2 years’ experience working in application support environment

Strong analytical, clerical, organizational, problem-solving, and project management skills

Ability to multi-task and prioritize effectively

Able to work as a team member and independently

Ability to follow instructions

Detailed oriented

Strong German and English verbal and written communication skills

Must work well under pressure to meet the time sensitive demands of our customers

Ability to work under pressure to meet both short and long-term deadlines

Service oriented and solution driven

Must be computer literate and have a working knowledge of Word, Excel, and PowerPoint

Additional Consideration :

Previous Help Desk Experience

Knowledge of ocean carrier operations

Rate management experience

Supply Chain Management experience

Freight audit experience

Knowledge of SQL scripting

Database experience, including Informix and SQL Server

SAP CRM experience is highly preferred

Ability to learn quickly through real time training within a production environment

Proficient with Microsoft Office products, including spreadsheets