About this role
Purpose of the Job The primary objective of the “Glbal D&T AMS Executive – Express” is to integrate into the global Express Digital & Technology end user support team, possessing comprehensive knowledge and support of all Express Digital & Technology products and solutions. Job Description Manage and resolve all technical queries and day-to-day issues arising from GSO and Aramex network. Monitor, respond to, and resolve all technical support tickets logged by end users within agreed business SLAs. Provide effective communication and stakeholder engagement throughout the ticket resolution cycle. Maintain comprehensive knowledge of all Express Technology products offered globally to the business, ensuring that customer expectations are met. Work closely with all users and other team to handle all their queries. Participate in periodic and daily team meetings and other activities for the Express teams. Guide and support peers by sharing knowledge and best practices for resolving technical issues. Support product implementations when needed (onsite and remotely). Participate in the internal product testing team for any new developments and enhancement projects. Build a knowledge base of frequent requests and incidents for cross-team knowledge sharing. Analyze technical issues and suggest solutions for repetitive issues to reduce tickets and improve efficiency. Ensure effective integration of support systems with broader Digital & Technology objectives. Maintain solution documentation as appropriate for future reference and knowledge sharing. Ensure all tickets are resolved in a timely manner, avoiding escalations, and maintaining high standards of support. Assist with capacity plans, including equipment and resources, to ensure timely delivery of support and project outcomes. Monitor and challenge KPIs for support performance, identifying gaps and areas for service improvement. Suggest and implement solutions to reduce the number of repetitive issues and tickets, contributing to cost efficiency in support operations. Collaborate with vendors to ensure optimal performance and support delivery, identifying areas for improvement and efficiency gains Job Requirements - Experience and Education A university degree in technology-related fields (Computer Science, Engineering, Information Technology). Up to 2 years of experience in L1/Tier 1 end-user support and knowledge of ticketing systems is desirable. Proficiency in Microsoft SQL database T-SQL is required. Knowledge of system integrations and APIs is plus. Knowledge of or certifications in ITIL is plus. Knowledge of the Express shipping and distribution industry is plus. Experience in building reports is plus. Excellent listening and interpersonal skills, with a strong attention to detail. Excellent written and oral communication skills in English. Proficient in documenting root causes and providing solutions. Skilled in analyzing recurring issues to identify patterns and implement/suggest effective solutions. Leadership Behaviors Building Outstanding Teams Setting a clear direction Simplification Collaborate & break silos Execution & Accountability Growth mindset Innovation Inclusion External focus Skills