Selangor, Malaysia
• Assume a Third Level support-tier for Cloud Logistics, a cloud-based Transportation Management System (TMS). • Collaborate with multi-internal teams i.e.: Product, Database, Data Center, Network, Sales, Professional Services and Global Support (L2 Support) teams in ensuring swift investigation and resolution of critical customer issues in line with the SLAs. • Engage clients proactively, presenting technical solutions as business driven improvements that enhance efficiency, reduce costs, and support long-term customer success. • Utilize Ruby scripting to perform queries, create, read, update, and destroy (QCRUD) operations on live data (PROD) as well as testing/acceptance environments (Staging, UAT). • Perform in-depth troubleshooting of reported issues by replicating on production and staging environments, while setting up a knowledgebase as a reference to the L2 support team. • Troubleshoot EDI, JSON or XML data transmission issues and aid in retransmitting the corrected data to API endpoints using Postman or curl. • Identify and report bugs within the Transportation Management System to product development team for improvement or enhancement. • Conducted root-cause analysis of customer-facing issues, reducing defect rates by 25%, directly improving account stability and lowering support costs. • Advocated for customer issues, ensuring effective documentation in JIRA and timely updates to customers as well as stakeholders, strengthening trust and transparency. • Established and nurtured relationships with external customers and cross-functional teams to proactively identify key challenges and implement scalable technical solutions.
• Provided second level support through phone, email, live chat, and proactive monitoring for Cloud Logistics TMS. • Coordinated with R&D, Ops team and carrier/trading partners for annual AS2 and SSL certificate change activity. • Aided in coordinating and guiding carrier/trading partners with their FTP to sFTP connection migration according to guidelines provided by the R&D and Onboarding teams. • Assisted in onboarding new TMS clients, presenting support services as part of customer success planning and aligning operational KPIs with business outcomes. • Documented 20+ support processes, reducing recurring issues and enabling proactive service delivery. • Conducted knowledge transfer sessions, mentoring peers and enhancing team capability to manage escalations effectively.