Job Description

PURPOSE

• This position works effectively and efficiently as a part of a multi-disciplinary support team to provide business technology support services and apply best-in-class practices. Technical Support Specialists utilize technical knowledge, problem solving skills, and communication to assist others.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Understand and support the company’s proprietary systems and other third-party systems to provide guidance include, but not limited to:

o WEXNET

o SpeedShip

o UPS.com

o WorldShip

o ShipRush

• Provide first line technical support via phone, e-mail and/or a desktop support application.
• Identify, research and resolve technical issues with company’s proprietary systems and other third-party systems.
• Work with vendor support contacts to resolve technical issues for RackSpace, ITS, Zendesk, etc.
• Troubleshoot basic hardware issues.
• Test bug fixes and enhancements.
• Redirect or escalate problems as appropriate.
• Respond to inquiries in a timely manner, adhering to procedure and protocol.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• MS Office to include Excel, Word, Outlook.
• Computer hardware and software.
• Adaptable.
• Attention to detail.
• Good communication skills, both verbal and written.
• Excellent collaboration skills.
• Time management skills.
• Ability to prioritize.

QUALIFICATIONS

• Bachelor’s degree.
• 0 – 2 years of relevant experience.

PHYSICAL DEMANDS & WORK ENVIRONMENT

Work Environment: Job is typically performed in a general office environment.

Physical Requirements

NP Not Present

O Occasional (Up to 25% of time)

F Frequent (26%-74% of time)

C Constant (75% or more of time)