Digital Support Analyst - Cargo Customer Experience

As a Digital Support Analyst, you will serve as a key escalation point for resolving complex system-related queries and issues. Your responsibilities will include handling escalated or complex customer incidents and providing advanced troubleshooting support, conducting root cause analysis for recurring issues and recommending long-term solutions, preparing detailed reports for high-impact incidents, and leading the resolution of escalated shipment discrepancies or critical delays. You will ensure seamless coordination across teams to resolve time-sensitive customer issues, manage customer escalations, and ensure resolution plans to maintain satisfaction. Additionally, you will identify opportunities to proactively address customer issues by analyzing historical trends and feedback, perform complex system configurations, lead the testing of new system features, provide mentorship and training to junior team members, and develop and refine standard operating procedures for incident handling while monitoring and reporting on team performance metrics.

This position is based in the Doha Metropolitan Area, Qatar. Work conditions require being on-site and working full-time.

Qualifications for this role include either a High School Qualification/Vocational Qualification/Diploma with a minimum of 4 years of relevant experience or a Bachelor's Degree with at least 3 years of relevant experience. Candidates should have logistic experience in operations and system support, strong knowledge of cargo reservation, acceptance, and handling processes, expertise in EDI automation systems and troubleshooting, and the ability to conduct application training. Familiarity with IATA/TACT regulations, strong SQL experience, and experience writing Selenium scripts are also required. Language proficiency in English is typically expected in the aviation and customer service sectors.