IT Helpdesk Specialist
Xcellink Pte Ltd
Description
About the Role
As a Customer Facing IT Technical Specialist, you will support customers adopting DHL’s Electronic Shipping Solutions. This role provides hands-on technical guidance, troubleshooting, and end-to-end support both onsite and remotely. You will serve as a primary helpdesk and technical escalation point, ensuring smooth implementation, configuration, and ongoing use of eShipping solutions.
Key Responsibilities
Customer Support & Helpdesk
Provide first-line and advanced technical support via phone, email, remote tools, and onsite visits.
Troubleshoot issues related to installation, configuration, connectivity, label formats, and version compatibility.
Serve as an escalation point for complex cases from the IT Helpdesk.
Work closely with customers and internal teams to ensure timely resolution of technical concerns.
Customer Onboarding & Implementation
Guide customers through the setup and onboarding of electronic shipping tools and system integrations.
Deliver product demonstrations or joint presentations with commercial teams.
Deployment & Maintenance
Support deployment, upgrades, and migration of Electronic Shipping Solutions.
Ensure all configurations follow IT standards, including version control and labelling requirements.
Participate in improvement initiatives and technology-related activities within the eShipping domain.
Requirements
Education
Degree or Diploma in Information Services, Information Technology, Computer Science, or related fields.
Experience
Minimum 2 years of IT technical support or helpdesk experience (eCommerce-related experience preferred).
Senior-level positions require 4–5 years in similar IT customer support roles.
Technical & Professional Skills
Strong troubleshooting skills in application support and system connectivity.
Proficient in Microsoft Word, Excel, and PowerPoint.
Experience with logistics systems or eShipping tools is an advantage.
Familiarity with eCommerce, API/EDIFACT integrations, or similar technologies is preferred.
Excellent verbal and written communication skills.
Strong presentation, interpersonal, and customer engagement abilities.
Good analytical, organizational, and problem-solving skills.
Ability to work under pressure and manage multiple tasks effectively.
Sales or pre-sales experience is an added advantage.