• To address all inbound helpdesk queries on DHL’s suite of Electronic Shipping Solutions applications.
• To resolve technical issues or where the issue requires further analysis by a Customer Facing IT Executive on-site, arrange an appropriate date/time with the customer for the on-site visit and investigation.
• To take inbound calls from customers during promotion of ESS tools to recommend DHL’s Electronic Shipping Solutions applications which is appropriate to their trading profile and encourage its usage.
• To improve Customer Satisfaction with Electronic Shipping Solutions applications.
• To increase efficiency and reduce cost by using Electronic Shipping Solutions applications.
• To provide feedback on Electronic Shipping Solutions applications.
• To train all the users of the Electronic Shipping Solutions applications.
• To participate in Electronic Shipping Solutions applications testing and monitoring of DHL’s suite of ESS applications deployed in-country to ensure proper functioning to meet customer requirements on the regular basis.
• To help area Customer Facing IT Executives during initial ESS products deployment to ensure adequate comprehension and proper usage of the tools
• To monitor and report on ESS tools usage by customers and conduct ad hoc data analysis and reporting
• Help customer diagnose the reasons for their problems and directly address the resolution of simple problems
• Escalate complex problems either locally or to globally ITSC
Any other tasks assigned by manager

• Bachelor degree in Information Technology.
• Having minimum 1 Year experience in IT customer support.
• Good working knowledge in supporting XML, Java, J2EE, Web based application, Database platform.
• Good command in English both writing and speaking.
• Strong customer service orientation.
• Ability to work independently and in a team environment.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Demonstrates a strong personal commitment to customer needs and corporate objectives.