Technical Support Specialist

We are the original LTL Experts, and we intend to regain our leadership position. We’ll do it by delivering flexibility and reliability to your supply chain through our comprehensive North American coverage and broad portfolio of expedited and specialized LTL services.

Under direct supervision, responds to and diagnoses problems through discussion with users. Includes problem recognition, research, isolation and resolution steps. Typically resolves basic problems while refers more complex problems to specialist and/or lead level. This position is staffed by beginners who have had sufficient educational background and/or experience.

* Answers incoming service requests within stated service levels. Ensures customer satisfaction on every call by following established call handling guidelines. * Evaluates and responds appropriately to customer issues and requests. Handles basic issues without assistance. Escalates when necessary to appropriate team or individual to resolve. Documents details of problem events and identifies measures to reduce problem occurrence and improve service delivery. * Responsible for providing best in class customer care. Exhibits customer advocacy while understanding and working within enterprise guidelines. Demonstrates basic knowledge of key business processes of partners and customers. Works proactively with support groups and customers to identify needs and develop appropriate solutions and services. * Demonstrates basic knowledge of primary customer service responsibilities and computer-related technologies utilized by the organization. Provides support for deployed technologies, systems and processes according to established procedures and industry best practices. * Involves use of problem management and help desk systems.

**Requirements:** * High School Diploma or equivalent * Demonstrates basic knowledge of primary customer service responsibilities and computer related technologies. **Preferred Qualifications:** * Some college preferred