Technical Support Operations Specialist

4 hours ago


Hayes, Greater London, United Kingdom CHAMP Cargosystems Full time
Job Overview:
CHAMP Cargosystems, a leading provider of innovative IT logistics solutions to the global air cargo industry, is seeking a Technical Support Analyst to join our team. Based in Luxembourg with offices globally, we offer a dynamic and diverse work environment. The selected candidate will be responsible for providing first-level support through effective management of all incoming customer tickets and queries.

About the Role:
We are looking for a skilled Technical Support Analyst to provide technical analysis to Cargo-related products, establish customer relationships, and engage with them regularly. Key responsibilities include:
  • Providing first-level support through effective management of all incoming customer tickets and queries.
  • Gathering pertinent information from customers to ensure a full understanding of the query or issue raised.
  • Providing in-depth analysis including testing, resolution where applicable, and updating the customer timely.
  • Managing all incoming calls and emails.
  • Screening, categorizing, and prioritizing the support mailbox for dispatching and coordinating with 2nd and 3rd level support within SLAs using ITSM software tools.


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