Digital Support Analyst - Cargo Customer Experience

Overview

Serving as a critical escalation point, the Digital Support Analyst plays a vital role in resolving intricate system-related challenges within the cargo customer service domain. This role encompasses managing customer communications, configuring systems, mentoring junior staff, and advocating for continuous process enhancements. The position ensures operational excellence through vigilant monitoring, detailed reporting, and proactive problem resolution.

Core Responsibilities

• Address complex or escalated customer incidents with advanced troubleshooting techniques.
• Perform root cause analyses on recurring problems and suggest sustainable solutions.
• Compile comprehensive incident reports and disseminate findings to relevant stakeholders.
• Lead resolution efforts for shipment discrepancies and critical delays.
• Coordinate effectively across departments to resolve urgent customer issues promptly.
• Manage priority customer escalations ensuring timely and satisfactory resolution plans.
• Identify and mitigate potential issues based on historical data and customer feedback.
• Execute sophisticated system configurations, including workflow automation and integrations.
• Collaborate with Level 2 and Level 3 support teams to propose and implement system upgrades.
• Oversee testing procedures for new features, updates, or system changes to assess impact on users.
• Provide guidance, training, and mentorship to junior analysts to bolster team competency.
• Develop and standardize operating procedures related to incident management and system configuration.
• Serve as a subject matter expert, promoting knowledge sharing within the department.
• Monitor escalation cases ensuring adherence to service level agreements by advanced support teams.
• Report critical escalation status and outcomes to management and stakeholders.
• Offer continual feedback to improve escalation and incident management workflows.
• Track and assess team performance metrics, identifying areas for enhancement.
• Lead efforts analyzing incident trends and service bottlenecks to implement preventive measures.
• Generate executive-level reports on operational performance, SLA compliance, and customer satisfaction.
• Design and apply processes aimed at minimizing incident recurrence.
• Collaborate closely with customer success units to integrate feedback into system and process improvements.
• Act as a liaison among support, operations, and IT teams to enrich overall customer experience.
• Represent customer perspectives in internal discussions ensuring their concerns are addressed.
• Support strategic initiatives aimed at enhancing service delivery and customer satisfaction.
• Manage systematic collection and analysis of customer feedback to inform improvements.
• Execute additional department duties as directed by department leadership.

Qualifications and Experience

• High school diploma, vocational qualification, diploma, or equivalent coupled with minimum four years of relevant work experience; or a bachelor's degree or equivalent with at least three years of pertinent experience.
• Experience in logistics operations and system support.
• Comprehensive knowledge of cargo reservation, acceptance, and handling procedures.
• Proficiency in EDI automation systems and troubleshooting skills.
• Capable of conducting application training sessions.
• Familiarity with IATA and TACT regulations.
• Strong command of SQL for data querying and analysis.
• Experience creating automation scripts using Selenium.

About the Organization

Beginning with just four aircraft, the company has expanded into twelve business sectors delivering excellence worldwide. Known for rapid growth, innovation, and setting industry benchmarks, it encourages a culture that celebrates ambition and the drive to achieve extraordinary challenges. Employees enjoy vast opportunities for development and to contribute meaningfully within a global community. The firm values creativity, imagination, and the pursuit of excellence.