Product Support Specialist

About the job

Product Support members play an important role in efficiently managing incoming incidents, from customers and/or internal teams. This position involves evaluating and categorizing incidents, assigning them to the appropriate teams, and ensuring timely resolution. Triaging team members are responsible for maintaining a streamlined workflow, prioritizing urgent matters, and ensuring customers are provided with timeous responses.

About WiseTech Global

WiseTech Global is changing the world of logistics through technology. We build products using the latest software tools and the best hardware platforms and take pride in delivering solutions that make a significant difference for our customers, partners, staff, shareholders, and the logistics industry at large.

Primary responsibilities are, but not limited to:

• Level 2/3 Product Support experience in software management required. ITIL knowledge is a bonus.
• Experience in triage management and conducting incident investigations.
• Adept in monitoring and managing critical outages and major incidents.
• Demonstrated commitment to continuous learning and process improvement.
• Exceptional communication and collaboration skills.
• Willingness to address critical outages, even outside regular working hours.
• Experience in CargoWise One or logistics sector is beneficial but not mandatory.
• Accurately record investigation steps, findings, and resolution for future reference.
• Attend stand-up team meetings and actively participate as required.
• Answer and manage global inbound support calls.

Preferred Skills

• Freight logistics experience.
• Any qualification in the logistics sector would also be preferred but not essential.
• Any previous CargoWise One experience would be helpful but won’t be a mandatory requirement.
• Level 2/3 Product Support experience in software/ITIL Management a bonus.

Why You’ll Love Working Here

While you may be satisfied in your current role, the opportunity at WiseTech offers an exciting chance to broaden your horizons in the logistics and technology sectors. Here’s why you should consider joining our team:

• Comprehensive Learning Experience: The GPS team offers a unique opportunity to immerse yourself in the functionalities of CargoWise One. You won’t just focus on one area; you’ll gain a holistic understanding of our products and their infrastructure, enhancing your skill set and marketability.

• Dynamic Work Environment: At WiseTech, you’ll be part of a supportive and collaborative team. Our culture emphasizes teamwork and knowledge sharing, ensuring that you’re never alone in your learning journey. The GPS team welcomes new members, offering the guidance needed to excel in supporting all CargoWise One modules.

• Significant Impact: You’ll play a crucial role in incident management and product support, directly influencing customer satisfaction. With a track record of closing hundreds of incidents, your contributions will make a tangible difference.

• Growth Opportunities: WiseTech is committed to your professional development. As you progress in your role, you’ll have opportunities to take on additional responsibilities, work on diverse projects, and potentially transition into leadership positions within our global structure.

• Supportive Work Environment: Our Bangalore office is designed to foster innovation and collaboration. With state-of-the-art facilities and a vibrant work culture, you’ll find a place where your ideas are valued and your contributions recognized.

• Work-Life Balance: We understand the importance of balance in today’s fast-paced world. Our flexible working arrangements and casual support roles allow you to manage your time effectively, giving you the option to earn additional income while maintaining a healthy work-life balance.

• Commitment to Excellence: WiseTech is known for its excellence in logistics technology. By joining our team, you’ll be part of a leading company that is continuously evolving and pushing the boundaries of innovation.

Before you Apply

From time to time, WiseTech Global may use external service providers to assist us with assessing applications, including background checks, on our behalf. Accordingly, by applying for this role and providing your personal information to WiseTech Global, you consent to WiseTech Global providing this information to our external service providers who are required to treat such information with strict confidentiality in line with privacy and data protection laws and regulations.