Air Cargo Technical Support Specialist

1 month ago


Hayes, Greater London, United Kingdom CHAMP Cargosystems Full time
Job Overview

We are seeking a highly skilled Air Cargo Technical Support Specialist to join our team at CHAMP Cargosystems.

The selected candidate will be responsible for providing technical support to our customers, troubleshooting complex issues, and collaborating with internal teams to deliver exceptional service.

Key Responsibilities:
  • Provide first-level support through effective management of customer tickets and queries
  • Gather information from customers to understand their issues and provide timely resolutions
  • Manage incoming calls and emails, prioritizing support mailbox and coordinating with 2nd and 3rd level support within SLAs
  • Track call status and escalate or redirect queries as needed
  • Communicate effectively with customers regarding issue status and resolution
Requirements:
  • 2+ years of ITIL Service Desk and/or technical operations support experience
  • Typically requires a college or university degree or equivalent work experience
  • Excellent customer service skills, strong communication abilities, and well-developed time management
  • Knowledge of ITIL Service Management, air cargo industry an asset, and proficiency in ITSM software tools (ServiceNow, JIRA)
Estimated Salary:

$65,000 - $85,000 per year, depending on location and experience



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