Offer summary

Qualifications:

Associate’s degree or vocational training or equivalent experience, 1+ years of experience in IT projects involving system analysis or implementations, Strong knowledge of Cargowise and relevant modules, Excellent problem-solving and communication skills..

Key responsabilities:

Provide comprehensive support for commercial software and applications, focusing on transportation management and freight forwarding.

Manage customer interactions and resolve support tickets in a timely manner.

Configure workflows and maintain system integrations, including knowledge of XML and APIs.

Proactively monitor application performance and maintain technical documentation.

Job description

Description

Company Overview:

Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries.

Currently, we are seeking an Applications Support Specialist with CargoWise with a strong English level to join our team. Here are the challenges that our next warrior will face and the requirements we look for:

Position Title: Applications Support Specialist with CargoWise

Location: Remote (LATAM)

What you will be doing:

The Application Support Specialist is responsible for providing comprehensive support for a range of commercial software and applications, with a focus on transportation management, freight forwarding, order fulfillment, and warehouse management. This role involves supporting desktop, server, web, and cloud-based SaaS solutions. The Specialist will work closely with application analysts, developers, architects, business owners, and stakeholders to contribute to technology lifecycle roadmaps and ensure smooth daily operations.

Provide exceptional customer service by effectively communicating with customers and staff to understand needs, provide status updates, and resolve support tickets in a timely and professional manner. This includes managing interactions via tickets, email, phone, and in-person (though prioritizing the ticketing system).
Demonstrate strong problem-solving skills to analyze complex issues, “read between the lines,” and identify effective solutions, leveraging base product functionality whenever possible to avoid unnecessary customization.
Manage master data within applications like Cargowise and Deposco, including user and organization management, vessel maintenance, and report configurations.
Configure workflows and maintain system integrations, including knowledge of XML and APIs.
Act as a consultant to internal customers, assisting with custom configurations and providing guidance on system capabilities.
Proactively monitor application performance, stay updated on release notes (e.g., Cargowise), and understand when upgrades or configuration changes are needed to meet business requirements.
Maintain technical documentation, including SOPs and user guides.
Collaborate with team members to analyze and develop test cases, ensuring thorough testing, quality assurance, and accurate documentation.
Prioritize work effectively, manage multiple tasks and projects concurrently, and deliver on project commitments.
Maintain and follow production support processes, focusing on root cause identification and mitigation.
Demonstrate adaptability by effectively switching between production support, incident management, and project work as needed.
Participate in system patches, upgrades, and other support activities.

Requirements & Qualifications

To excel in this role, you should possess:

Main Skills:

These are the must-haves that are essential for this position.
Associate’s degree or vocational training or equivalent combination of education and experience
1+ years of experience in IT projects involving system analysis or implementations
Strong knowledge of Cargowise, including experience with relevant modules (master data management, international shipments, customs clearance, billing, settlement, and warehousing)
Experience in application support
Excellent problem-solving and analytical skills
Strong communication skills, both written and oral, and interpersonal skills, with the ability to communicate clearly and effectively with people at all levels of the organization
Ability to deliver a high level of customer service, engaging with all levels of users (no experience to power user)
Interest in and passion for learning and working in a fast-paced environment

Secondary Skills:

These are additional skills that will help you succeed in this role.

Experience with Deposco
Familiarity with McLeod
Experience with XML and APIs
Understanding of cloud-based solutions, on-premise solutions, and network concepts
Familiarity with business analysis processes, methodologies, and tools
Basic knowledge of ITIL processes
Ability to become proficient in RLG strategic products
Ability to understand the difference between various sized projects, enhancement projects, and production support
Ability to identify root causes for routine problems while working with other technical staff

Why you will love Lean Tech:

Join a powerful tech workforce and help us change the world through technology
Professional development opportunities with international customers
Collaborative work environment
Career path and mentorship programs that will lead to new levels.

Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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