Customer Facing IT Analyst

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR
CUSTOMERS.
Would you like to become part of the world's most international company in the
world?
A company that pioneered cross-border express delivery in ‎1969 and is now
active in more than ‎220 countries and territories worldwide. Do you want to be
part of a company that connects people worldwide? And the more people we
connect, the better life will be on our planet.
Do you want to make a difference? Then come to our "Insanely Customer Centric"
Team and become a Certified International Specialist!
JOB PURPOSE:
The ESS Customer Facing IT Analyst is responsible for providing technical
support and solutions to DHL customers who use the company's Electronic
Shipping Solutions (ESS) applications. This includes troubleshooting technical
issues, providing training and support, and working with the commercial team
to develop and implement new ESS solutions.
PRINCIPAL ACCOUNTABILITIES:
* Addressing all inbound helpdesk queries on DHL's suite of ESS applications.
* Provide training and support to customers on the ESS applications.
* Resolving 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.
* Taking 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.
* Improving Customer Satisfaction with ESS applications.
* Make recommendations for improving the ESS products and services.
* Work with the internal DHL team to develop and implement new ESS solutions.
* Stay up-to-date on the latest ESS technologies and trends.
NATURE AND SCOPE
* The ESS Customer Facing IT Analyst role is a customer-facing role that requires a strong understanding of ESS applications and the ability to provide excellent technical support. The role is also demanding and requires the ability to work independently and in a team environment, prioritize and execute tasks in a high-pressure environment, and make sound decisions in emergency situations.
DIMENSIONS
* The ESS Customer Facing IT Analyst role is important because it helps to ensure that DHL's customers can use DHL's suite of ESS applications effectively and efficiently. The role also plays a role in improving customer satisfaction and reducing costs.
Example: An ESS Customer Facing IT Analyst might work with a customer who is
having difficulty using the DHL EasyShip system. The analyst would
troubleshoot the issue and provide the customer with a solution. The analyst
might also provide the customer with training on how to use the system more
effectively.
QUALIFICATIONS, EXPERIENCE AND COMPETENCIES
* Bachelor's degree in Information Technology or a related field
* ‎1+ years of experience in IT customer support
* Excellent communication and interpersonal skills
* Ability to work independently and as part of a team
* Ability to manage multiple projects and priorities simultaneously
* The role is customer-facing and requires a strong customer service orientation. The ideal candidate will have a good working knowledge of IT customer support and experience in supporting XML, Java, J2EE, Web based application, and Database platform.
OUR OFFER:
* Strong career support in an international environment.
* Great culture and colleagues.
* Multifarious benefit programm.
Do you see a personal challenge in these versatile and responsible tasks? Then
apply now!
We look forward to receiving your application!