Technical Support Specialist

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.