Digital Platform Support Specialist

Position : Digital Platform Support Specialist (Logistics Software)

บริษัท ยูไนเต็ด แสตนดาร์ด เทอร์มินัล จำกัด (มหาชน)

Job Overview

We are seeking a customer-centric and tech-savvy Digital Platform Support Specialist to join our team. In this role, your primary responsibility will be to guide users, troubleshoot, and resolve issues related to our specialized Logistics Software and digital platforms.

Please note: This is a purely software-driven support role. It does not involve any IT hardware, desktop support, or infrastructure maintenance. Your focus will be on ensuring seamless digital operations, maximizing software adoption, and solving application-level challenges for our logistics users and partners.

Key Responsibilities

• Application Support: Act as the primary point of contact for users experiencing operational issues, bugs, or workflow interruptions within our proprietary or third-party logistics software.
• Troubleshooting & Resolution: Analyze, diagnose, and resolve complex software application issues, data discrepancies, and API integration errors within the logistics platform.
• User Guidance & Training: Proactively guide and train internal teams, clients, and external vendors on how to effectively navigate the digital platform and utilize its features.
• Incident Escalation: Document software bugs and technical issues clearly, collaborating closely with the Software Development and Product teams to ensure permanent resolutions.
• Process Documentation: Maintain and update user guides, FAQs, and internal support knowledge bases to empower self-service troubleshooting.
• SLA Management: Ensure all support tickets are responded to and resolved within defined Service Level Agreements (SLAs), maintaining high user satisfaction.

Job Qualifications

Required Experience & Expertise

• Experience: Minimum of 3 years of professional experience in a software application support, application helpdesk, or digital platform support role.
• Domain Knowledge: Direct experience supporting Logistics, Supply Chain, or Transportation Management systems (e.g., TMS, WMS, Freight Forwarding software, or Last-Mile Delivery platforms) is highly desirable.
• Software Troubleshooting: Proven ability to diagnose software logic errors, UI/UX glitches, and data flow issues without relying on hardware-level fixes.
• Tech Stack Familiarity: Familiarity with data formats (JSON, XML), web browsers/dev tools, and basic SQL queries for data verification is a strong plus.
• Ticketing Systems: Proficiency in using modern support tools and ticketing systems (e.g., Jira Service Desk, Zendesk, Freshdesk, or Salesforce).

Soft Skills & Attributes

• Communication: Excellent verbal and written English communication skills, with the ability to explain complex software workflows to non-technical users.
• Problem-Solving Mindset: A methodical approach to debugging and a sharp eye for detail when identifying the root cause of application errors.
• Empathy & Patience: Strong customer service orientation with the ability to remain calm and helpful under pressure when handling urgent logistics disruptions.
• Adaptability: Comfort with fast-paced changes, updates, and continuous improvements to the digital platform.

Preferred Qualifications (Nice to Have)

• Bachelor’s degree in Logistics Management, Computer Science, Information Systems, or a related field.
• Basic understanding of APIs and how digital platforms integrate with third-party logistics systems.