CFIT Technical Specialist - AL-FRC251121 009/01

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.