Service Support Engineer
The Descartes Systems Group Inc
Makati City (Philippines)
8d ago

As a Service Support Engineer, you will assist in technical aspects of our B2B Messaging Infrastructure for our global customers, but mainly focusing on our Australian customers.

You will be responsible for the customer support on the implemented EDI solutions, incident / problem management and propose enhancements where appropriate.

You will assure the quality of the deliverables, provide technical documentation and knowledge transfer to all parties. You will interact closely with external parties, our customers and internal parties like the implementation teams.

You will work on a flexible shift from Monday to Friday, and expected to be on call during weekends. Depending on the availability of resource or agreement with the team members, you may be required to be on shift during public holidays.

You will be reporting to the Team Lead of Customer Support in Manila. RESPONSIBILITIES :

  • Serve as the first point of contact for all technical inquiries or requests regarding Descartes Products / Services
  • Proactively monitor systems and resolve issues before customers notice issues
  • Provide the best possible overall quality of support to customers on a range of services & process issues, via e-mail and phone
  • Take ownership of customer issues / requests and see problems through to resolution
  • Gathering of data for investigation and troubleshooting
  • Perform thorough analysis of issues raised by customers to help identify causes, workarounds and solutions
  • Liaise with other teams and customers, if necessary, for timely resolution
  • Carry out daily operational checks and proactively address support issues
  • Routine checking of the production systems using established procedures to ensure all functions are normal
  • Coordination with testing and implementation teams and mapping teams to facilitate new production processes
  • Documentation of support cases and resolutions through Knowledge Base
  • Develop strong remote relationships with customers
  • Expected to be on-call during weekends and public holidays
  • Perform other related duties or projects as requiredSKILLS AND ATTITUDE :
  • Strong customer service orientation
  • Excellent analytical and problem solving skills
  • Excellent oral and written communication skills
  • Ability to write clear, detailed requirements and specifications documents
  • Ability to work independently as well as in team.
  • Ability to work effective and proactive in a sometimes stressful environment
  • Creative, entrepreneurial and out-of-the-box thinking mentality
  • Confident with good presentations skills and willing to speak or meet the customers in person
  • Flexible and willing to work in a shift system
  • Fluent in English
  • Interest in automated processes, Software and IT in generalEDUCATION AND EXPERIENCE :
  • University / College degree, preferably IT or Computer Science
  • Basic IT knowledge : servers, OS, user rights, internet protocols
  • Broad knowledge of ITIL
  • Basic knowledge of security (proxies, firewalls, encryption, certificates)
  • Experience in delivering results with day to day systems administration, operational support activities and related projects.
  • Knowledge of EDIFACT and XML are considered an asset
  • Good understanding of the basic supply chain processes is considered an asset.
  • Basic knowledge of Linux / Unix platforms is considered an asset.LOCATION :
  • You will be based at our Descartes office in Makati, PhilipinesOFFER :

    We offer a flexible and casual work environment, as well as mentorship and on-the-job training to support your personal growth.

    You will have an opportunity to contribute new ideas and we welcome your fresh perspective. We offer an attractive compensation package including group insurance, medical insurance, lunch vouchers and extra holidays.

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