Job Description: CFIT Technical Specialist
Location: Singapore
Department: Information Technology – Customer Facing IT Integration / Electronic Shipping Solutions
Role Purpose
- The CFIT Technical Specialist plays a key role in supporting customers who adopt DHL’s Electronic Shipping Solutions.
- This role provides hands-on technical guidance, troubleshooting, and end-to-end support—both onsite and remotely.
- You will act as a primary helpdesk and technical escalation point for customer-facing IT matters, ensuring smooth implementation, configuration, and ongoing use of DHL’s eShipping solutions.
Main Responsibilities
Customer Support & Helpdesk
- Provide first-line and advanced technical support for DHL Electronic Shipping Solutions via phone, email, remote tools, and onsite visits.
- Troubleshoot customer issues related to system installation, configuration, connectivity, label printing formats, and version compatibility.
- Act as an escalation point for complex technical issues from the Customer Facing IT Helpdesk.
- Work closely with customers and internal teams to resolve technical concerns promptly and professionally.
Customer Onboarding & Implementation
- Guide customers through the setup and onboarding process for DHL eShipping tools and system integrations.
- Deliver solution demonstrations or joint presentations with commercial teams to highlight business benefits and technical capabilities.
Solution Deployment & Maintenance
- Manage and support the deployment, upgrade, and migration of DHL Electronic Shipping Solutions for customers.
- Ensure solutions comply with DHL IT standards and configuration requirements, including version control and labelling formats.
- Participate in initiatives, improvements, and activities related to DHL’s eShipping technologies.
Requirements
Requirements
Education
- Degree/Diploma in Information Services, Information Technology, Computer Science, or related field.
Experience
- Minimum 2 years of IT technical support or helpdesk experience; experience in eCommerce systems is preferred.
- For senior-level consideration: 4–5 years of experience in similar IT customer support roles.
Technical & Professional Skills
- Strong technical troubleshooting skills, especially in application support and system connectivity.
- Proficiency in Microsoft Office tools (Word, Excel, PowerPoint).
- Experience with DHL systems or other logistics IT systems is an advantage.
- Knowledge of eCommerce, API/EDIFACT integrations, or electronic shipping software is preferred.
- Excellent communication skills (spoken & written).
- Strong presentation, interpersonal, and customer engagement skills.
- Analytical thinking, organizational skills, and ability to work under pressure.
- Sales or pre-sales experience is an added advantage.
Competencies
- Customer Focus: Strong service mindset with a proactive, solution-oriented approach.
- Communication: Ability to convey technical concepts clearly to both technical and non-technical users.
- Problem-Solving: Breaks down issues logically, evaluates information critically, and provides reliable solutions.
- Planning & Organization: Manages multiple cases, projects, and tasks efficiently.
- Teamwork: Collaborates effectively with cross-functional teams and shares knowledge openly.
- Accountability: Takes ownership of commitments and delivers high-quality support consistently.
- Resilience: Remains calm and focused when handling urgent or challenging situations.