Technical Support

As our Technical Support, you will be the first person new clients work with once they sign with ITD Global. You will get them set up on our shipping platform, connected and printing labels correctly, trained to use the system with confidence, and supported through any issues in their first weeks of trading.

This is a customer-facing role first, reporting to Head of Engineering. You will spend much of your time on Teams sessions, calls and occasional client visits. Technical knowledge, such as programming, APIs or databases, will help you troubleshoot faster and is a real advantage, but your ability to guide customers clearly and reliably matters most. The role is vital to our continued growth: a smooth start keeps customers shipping with us., Onboarding new clients

• Lead each new client’s onboarding from handover by the sales team through to go-live.
• Set up customer accounts and configure services, carriers and settings accurately on our platform.
• Connect clients to the platform, including e-commerce integrations (such as Shopify, Amazon and eBay) and data imports.
• Set up and test label printing, making sure labels are correct before the client starts shipping.
• Keep rate cards and carrier configuration up to date for the accounts you onboard.

Training

• Schedule and deliver Teams training sessions for groups of up to 15 people.
• Run one-to-one and on-site training when needed, by phone, video or in person.
• Create and maintain simple guides and help materials for customers and internal teams.

Troubleshooting and support

• Investigate and resolve platform issues raised through the customer portal, phone and email, including label misprints and printing errors.
• Find the root cause of problems and escalate software issues to R&D with clear, well-documented detail.
• Follow up with customers until issues are fully resolved, keeping them informed throughout.
• Respond to internal queries about how the platform works.

Working with the team and improving the process

• Work closely with sales, customer service, operations, carrier partnerships and R&D.
• Pass customer feedback to the business to improve the platform and onboarding process.
• Prepare regular reports for management on onboarding progress and issues.
• Suggest and support improvements and automation, and contribute to ad hoc projects as required.

You are confident with people and with technology. You enjoy explaining things clearly, whether you are leading a Teams training session for a client or troubleshooting with other department. You stay calm when something is not working and you approach problems logically until they are solved.

You are reliable and driven: customers and colleagues can count on you to do what you said you would, when you said you would. You take ownership of each client until they are up and running, keep several onboardings moving at once and look for ways to make the process better. If you have some coding or technical background, you will use it to get to the root of issues faster and to work well with our R&D team., * Experience in a customer-facing role, for example onboarding, implementation, customer success, technical support or account management

• Confident communicating on calls, on Teams and face to face
• Comfortable leading training sessions and meetings, in person and online
• Strong, logical problem-solving and troubleshooting skills
• Strong attention to detail and accuracy
• Reliable and organised, able to manage several clients and deadlines at once
• Confident with technology; picks up new systems quickly
• Proficient in Microsoft Office

Desirable

• Programming knowledge, such as JavaScript/Node.js, Go or similar
• SQL or other database experience
• Understanding of APIs, integrations and data formats such as JSON and CSV
• Experience with e-commerce platforms and label printer set-up
• Logistics, parcel or carrier experience
• A degree in computing or a related field, or equivalent experience
• Experience using a CRM or ticketing system
• Full UK driving licence, for client visits, * customer facing: 2 years (required)

Founded in 2004 and headquartered in Heywood, Greater Manchester, ITD Global is a multi-modal freight forwarder and parcel distribution specialist. We keep businesses of all sizes moving, from growing SMEs to established retailers and brands, through UK domestic parcel delivery, international express, air and sea freight, e-commerce fulfilment and customs services, all supported by our own shipping technology. As one of the UK’s fastest-growing logistics companies, we have offices in the UK (head office), China, the USA and the Netherlands.