MachShip Jr. Customer Support Specialist (Email Support)

ABOUT THE COMPANY

Founded, built and operated in Melbourne, Australia, Machship is a cloud-based Freight
Management Platform designed for business enterprise. A centralized freight management
solution that removes the need to transact using multiple carrier portals and provides
consistency across operations. More specifically, it provides consolidation and simplicity to
the many facets that make up the task of managing, shipping, tracking, and reporting on the
enormous volumes and varying profiles of freight movements experienced by Enterprise
Businesses.

Job Description:

The overall mission of the Customer Support Specialist is to ensure that every Machship
customer is onboarded successfully, is self-sufficient using the MachShip system within the
shortest possible timeframe.

The Customer Support Specialist (CSS) is a customer-facing role that ensures every
MachShip customer is successfully supported whenever required. The CSS is responsible for
providing ongoing Help Desk Support and troubleshooting requests for both internal and
external stakeholders using the HelpDesk ticketing system via email . The CSS will be
responsible for monitoring the flow of support requests, tagging and labeling support
requests within the defined process, facilitating responses, the closure of tickets within set
timeframes, and escalating any queries whenever required.


Key Responsibilities:
- Be a functional expert and efficiently respond to and resolve support requests via
Machship’s Help Desk (email )
- Provide exceptionally strong customer service skills and manage relationships with existing
and new customers
- Quickly identify when support issues are more complex and gather appropriate
information to triage to the development team to resolve
- Educate Machship customers on features and benefits, including best practices
- Upskill current Machship users
- Support documentation creation & management
- Flexibility to be trained for additional business-related skills and/or work type
- Proficient in English is a must! (speaking, reading and writing) with an ability to compose
grammatically correct, concise, and accurate verbal and written responses.
- Team player - capable of learning and sharing knowledge in a global team environment with
strong organizational skills.
- Strong ability to follow directions in order to ensure timely completion of assigned tasks
- Self-disciplined, proactive, detail-oriented, and positive results-oriented attitude.
- Previous work experience as customer/technical support or background in Logistics
and technical queries are a Plus!


SKILLS SUMMARY (Essential Criteria):
Good to have:
- Critical thinking and problem-solving skills
- A keen eye for process control and operational efficiency with a good level of analytical and
reporting
capability
- A strong level of emotional intelligence and a pragmatic approach to solving complex
operational issues
and the ability to maintain composure and control under pressure
- System/Software troubleshooting and managing infrastructure
- Familiarity with Logistics, Freight Management (i.e. invoice, reconciliation) is a Plus!
- Technical skills with Software Knowledge such as using ticketing apps (i.e. Zendesk,
GrooveHQ, Zoho) and Productivity Tools: Notepad++, Excel, API via Postman, Filezilla, Google Dev Tools


Job Details:
INDUSTRY: Internet/E-commerce
FUNCTION: IT/Logistics
ROLES: Operations and Technical Support Help Desk
TYPE OF WORK: Full Time
SALARY: PHP


Interested Applicants may send your application:
https://forms.gle/ZJHfccrH7TwTMdnq6