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. 

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)