Job Brief

The Technical Support Representative will act as a liaison between internal/external customers and the IT department, be first point of contact for end-users, answer first-line questions and provide direction, basic trouble-shooting and simple solutions.

SUMMARY:
The Technical Support Representative will act as a liaison between internal/external customers and the IT department, be first point of contact for end-users, answer first-line questions and provide direction, and provide basic trouble-shooting and simple solutions to enable continued use of internal IT systems.

ESSENTIAL DUTIES AND JOB RESPONSIBILITIES:

• Provides direct technical support to internal/external professional roles (Sales, Customer Service, and Third Party Vendors) and external revenue customers for all hardware/software installation, configuration and maintenance of customer shipping solutions and online applications.
• Evaluates customer provided data to ensure smooth processing
• Works independently to troubleshoot, resolve, assign, and document all hardware and software issues.
• Operates with total call ownership in mind to ensure customer satisfaction.
• Collaborate with internal workgroups and customer IT to provide workarounds and long term technical solutions for complex issues
• Provide call details and requirements to team lead and peers to support on customer issue resolution
• Meet and exceed SLA requirements
• Utilize support tools and resources necessary to get the job done, including; e-mail, chat, telephone and ticketing systems
• Escalate complex issues and/or emergency issues to team lead or upper management as necessary
• Demonstrate active listening when engaging customers, anticipating their service and support needs
• Perform other related duties as required and assigned

REQUIRED SKILLS:

• Must demonstrate the ability to quickly understand DHL eCommerce Products and Services in order to formulate and recommend successful solutions
• Must be able to quickly assess and understand the prospective client’s needs, business processes, and technical requirements
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
• Proficient in MS Office (Word, Excel, Outlook)
• Excellent organizational skills, verbal and written communication skills
• Team-oriented

EDUCATION / EXPERIENCE:

• Technical certification or Associate degree preferred
• 2-4 years equivalent work experience in a technical support role required
• General knowledge of network infrastructure and server configurations required
• Basic understanding of networking and internet protocols (TCP/IP, HTTP(S), WIFI)
• Experience in supporting Application Programming Interface (API), Supply Chain, eCommerce Technology, Shipping, Mail or Logistics preferred

PHYSICAL DEMANDS:

• Physical demands are consistent with a professional office setting
• Travel required (<10%)

Equal Opportunity Employer – Veterans/Disability