Purpose of the Job

The primary objective of the “Global 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

Customer:

• 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.

People:

• 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).

Projects:

• 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.

Operations:

• 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.

Financial Result:

• 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

Skills