ABOUT US

We are a Canada-based logistics company specializing in providing reliable and efficient shipping, freight, and supply chain solutions. With a growing customer base across the globe, we are expanding our technical support team to ensure our customers receive timely assistance with our systems and services.

POSITION OVERVIEW

The Technical Support Specialist will provide first-line support for our logistics platforms, applications, and customer queries. You will serve as the primary point of contact for clients across the globe, troubleshooting technical issues, training users, and ensuring smooth use of our digital tools.

QUALIFICATIONS

• Diploma or degree in Information Technology, Computer Science, Logistics, or related field.
• 2+ years of experience in technical support, IT helpdesk, or application support (preferably in logistics or supply chain).
• Familiarity with logistics management systems, ERP, or transportation management software (TMS) is an asset.
• Strong troubleshooting skills with Windows, web-based platforms, and mobile applications.
• Excellent communication skills (English required)
• Experience using ticketing/incident tracking tools.
• Strong customer service orientation and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment.

• Provide technical support to African-based customers via email, phone, chat, and remote tools.
• Troubleshoot issues related to logistics platforms, shipment tracking systems, mobile applications, and customer portals.
• Assist customers with account setup, portal navigation, and service requests.
• Collaborate with operations, IT, and logistics teams in Canada to resolve escalated issues.
• Document all support activities using incident tracking tools (e.g., Zendesk, Jira, ServiceNow).
• Provide training and onboarding for new customers on system usage.
• Monitor and report recurring issues, suggesting improvements for system performance.
• Maintain a high level of customer satisfaction by delivering timely and professional service.
• Work flexible hours to accommodate Africa–Canada time zone differences.