About the role
Job Description: CFIT Technical Specialist
Location: Singapore
Department: Information Technology – Customer Facing IT Integration / Electronic Shipping Solutions
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.
About the company
Xcellink Pte Ltd
The best of Xcellink today is the result of having evolved through more than 2 decades of Enterprise ICT Operations management experience and capabilities development as a trusted vendor partner to high-growth global companies, estalished local enterprises and government-linked corporations. We have delivered over SGD$150 million worth of operations management services in the past decade to support our clients in their strategic IT deployments. Our long-standing ICT services experience is wide-ranging in the domains of Data Centre Operations, Network Command Centre Operations, IT Security Operations, Technical Helpdesk Services, Onsite Field Services, Applications Support, and IT Assets Staging Operations. We have helped our clients set up operational teams and work processes from scratch, and have transitioned and offshored service delivery operations to countries like Malaysia, Philippines, Indonesia and India. We have been well-entrusted by our clients for multiple resource-intensive & mission-critical IT delivery projects where we deployed up to several hundreds of IT professional manpower within each of such projects. Even so, it is not just the services volume, capacity a
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