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.