• Job Description

  Req#: DPDHGLOBALAV313726ENGLOBALEXTERNAL

  What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

  Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine

  DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

  Start YOUR career with DHL today…

  The Help Desk Support Specialist provides technical support for online and offline shipping solutions. This role involves assisting internal and external customers via phone, email, and a ticketing system, ensuring timely issue resolution and exceptional customer service through strong technical and troubleshooting skills.

  This position will maintain an expert understanding of shipping solutions and continue upskilling their technical knowledge throughout their career with DHL.

  Key Accountabilities:

  • Serve as a first point of contact for customers seeking technical assistance via phone, email, chat or ticketing system
  • Track, prioritize, and document all service request and incidents
  • Maintain knowledge of company systems, security protocols, and software updates
  • Handle escalations or escalate complex issues to higher level support teams
  • Contribute to a knowledge base
  • Conduct external and internal training sessions
  • Application testing and process improvement
  • Collaboration and correspondence with other teams
  • Performs other tasks or projects, as assigned

  Skills/Qualifications:

  • 2-3 years of experience in a technical support role, preferably in a corporate IT environment.
  • Excellent communication skills is a must. Both verbal and written, as well as the ability to interact professionally with a diverse group of end-users.
  • Knowledge of Microsoft Windows operating systems, Microsoft Office applications, and basic network protocols.
  • Strong analytical and problem-solving skills, with the ability to diagnose and troubleshoot technical issues quickly and efficiently is a must.
  • An understanding of how eComm business is conducted in today's world.
  • Familiarity of global trade/international shipping.
  • Familiarity with formats and languages such as XML, Javascript, JSON and SQL.
  • Experience with creating and maintaining documentation, which includes troubleshooting tips, and resolutions to common issues to build a comprehensive knowledge base.
  • Experience with conducting trainings, both internal and directly with customers.
  • Ability to work independently as well as in a team environment.
  • Ability to prioritize and manage multiple tasks simultaneously.
  • Knowledge of IT Service Management (ITSM) best practices and tools, such as ServiceNow, is a plus.
  • Any certifications are a plus such as Comp TIA A+, Microsoft Certified Professional, etc.

  Employee Benefits & Incentives

  DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry They include:

  • Competitive Pay
  • Bonus/Incentive Programs
  • Retirement Savings – 401K with company match
  • Medical, Dental, Vision, well-being programs
  • Tuition Reimbursement
  • Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
  • Paid Leave
  • Employee Discount Program
  • Employee Assistance & Work Life Program
  • Outstanding training opportunities

  DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster
  

• About the company

  We are an international team of over 400,000 shipping professionals, united by a passion for logistics. And we work in a unique environment. DHL is as innovative as a start-up, with the power of an international organization.

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