Service Desk Consultant

Company Description TrueCommerce empowers businesses to improve supply chain performance and achieve better business outcomes through a high-performance global supply chain network. By providing a single connection to a fully integrated, cloud-based, and fully managed services platform, TrueCommerce connects customers, suppliers, logistics partners, and internal systems for end-to-end supply chain management. Organizations benefit from streamlined delivery and simplified operations that support both current needs and future growth. With more than 25 years of experience, TrueCommerce is a trusted partner for thousands of companies worldwide, from small and midsize businesses to Fortune 100 enterprises across diverse industries.

Role Description The Service Desk Consultant is a full-time, on-site role based in Ho Chi Minh City, Vietnam. This role is responsible for providing first-line technical and application support to customers using TrueCommerce solutions, including diagnosing issues, documenting incidents, and resolving or escalating tickets in a timely manner. The Service Desk Consultant will handle incoming requests via phone, email, and ticketing systems, guide customers through troubleshooting steps, and ensure clear, professional communication throughout the support process. The role also involves monitoring system alerts, maintaining accurate records of customer interactions, contributing to knowledge base articles, and collaborating with internal teams to improve service quality and customer satisfaction.

Qualifications

• Strong customer support and service desk skills, including incident handling, ticket management, and clear communication with non-technical stakeholders.
• Technical troubleshooting abilities with software applications, networks, and cloud-based systems; familiarity with remote support tools and basic system administration.
• Proficiency in written and spoken English; ability to document issues, solutions, and procedures in a structured and understandable way.
• Experience working with enterprise or B2B solutions, ideally in supply chain, logistics, or EDI-related environments.
• Ability to prioritize tasks, manage multiple requests simultaneously, and work effectively in a fast-paced, on-site team setting.
• Strong problem-solving mindset, attention to detail, and commitment to delivering high-quality customer experiences.
• Relevant education in Information Technology, Computer Science, Business Information Systems, or a related field, or equivalent practical experience.
• Willingness to work shifts or extended hours as needed to support global customers and critical operations.