Job Order Detail

Description

Key Responsibilities
Provide technical support to African-based customers via email, phone, chat, and remote tools.
Troubleshoot issues related to logistics platforms, shipment tracking systems, mobile applications, and customer portals.
Assist customers with account setup, portal navigation, and service requests.
Collaborate with operations, IT, and logistics teams in Canada to resolve escalated issues.
Document all support activities using incident tracking tools (e.g., Zendesk, Jira, ServiceNow).
Provide training and onboarding for new customers on system usage.
Monitor and report recurring issues, suggesting improvements for system performance.
Maintain a high level of customer satisfaction by delivering timely and professional service.
Work flexible hours to accommodate AfricaCanada time zone differences.
Qualifications
Diploma or degree in Information Technology, Computer Science, Logistics, or related field.
2+ years of experience in technical support, IT helpdesk, or application support (preferably in logistics or supply chain).
Familiarity with logistics management systems, ERP, or transportation management software (TMS) is an asset.
Strong troubleshooting skills with Windows, web-based platforms, and mobile applications.
Excellent communication skills (English required; French/other African languages an asset).
Experience using ticketing/incident tracking tools.
Strong customer service orientation and problem-solving skills.
Ability to work independently and collaboratively in a fast-paced environment.