TMS/WMS Application Support Technician - M/F

Your tasks

To this end, your missions will be 1. Application Support (N1/N2)

• Qualify, diagnose, and resolve functional incidents, while respecting response timeframes
• Escalate software anomalies to the editor with a reproducible file, follow up on fixes, and organize user acceptance testing (UAT)
• Update the knowledge base and propose corrective actions to reduce ticket recurrence
• Contribute to the configuration and automation of purchase and sales rates in the TMS

2. Support and Ticketing Automation

• Analyze tickets to identify recurring and low-value-added requests
• Define, with the Automation department, priority automation cases: automatic categorization and routing of tickets, assisted responses based on the knowledge base, auto-resolution of the most frequent flow incidents, proactive alerts before user reporting
• Specify these automations from a business perspective (decision rules, exclusion cases, controls), test them, and measure their impact (tickets avoided, resolution time)
• Maintain the knowledge base in a format exploitable by these automations
• Participate in building simple automations using the team's low-code tools

3. Evolutions and Support

• Collect the needs of users and agencies, qualify them, and transmit them as structured evolution requests to the TMS/WMS Project Manager
• Test new versions delivered by the editor and support users in their adoption of the tools

Requirements

Career Path Profile coming from operations (transport, freight forwarding, invoicing) wishing to evolve towards IT, or a support technician already familiar with transport business tools. Training will be provided upon arrival by the team's senior support technician.

Experience At least 5 years of experience in international groupage (operations, freight forwarding, invoicing) or in application support within the transport and logistics sector.

Business Expertise

• Good knowledge of international groupage operations (road and/or overseas) and freight forwarding; customs fundamentals are a plus
• Concrete understanding of the structure of a transport rate (tiers, surcharges, taxes, ancillary fees) and its impact on margin

Application Skills

• Experience with advanced configuration of market TMS/WMS in a multi-client context
• Proficiency with Excel/CSV files and data imports; an interest in automation is a plus

Soft Skills

• Ability to isolate an anomaly in an automated flow and to reason in "if / then" scenarios
• Rigor, sense of service, and ability to teach non-technical users

What we offer

WHAT WE OFFER YOU Reporting to the Business IT Department, you will be responsible for guaranteeing reactive and reliable support for TMS and WMS business tools to users, and contributing to a sustainable reduction in the support load through continuous improvement of configurations and automation of recurring requests.