Support Specialist- Jacksonville Florida

• SUMMARY

  An excellent Support Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with challenging customers.

         ESSENTIAL RESPONSIBILITIES include the following:

  • Serve as first point of contact for customers seeking technical assistance over the phone or email.
  • Record events and problems and their resolution.  Assist when able or route incident to the appropriate area within the company for further handling.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Perform duties to the standards of the job description and comply with the company's policies, practices, and procedures.
    Ability to work a rotating shift as well as a ½ day on Saturday upon request:
    (7 to 4) (8 to 5) (9 to 6) or (10 to 7)

  REQUIRED SKILLS
  Proven experience as a help desk technician or other customer support role
  Data entry skills of 70 KPM, is required.

  Good oral, written and listening communication skills.

  Good understanding of computer systems, mobile devices and other tech products
  Ability to diagnose and resolve basic technical issues
  An overall knowledge of Landstar and our workflow system is preferred.
  Experience using the Microsoft Suite of products is preferred.
  Helpdesk Certified Professional, helpful
  Ability to maintain a high level of customer service in a high volume, fast-pace work environment

  
  QUALIFICATIONS 

  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Individual must be able to perform each duty satisfactorily and with little supervision.

   

  EDUCATION and/or EXPERIENCE

  Minimum Education: High School Diploma or GED required.  One year certificate from college or technical school;

  Minimum Experience: Three to six months related experience and/or training; or equivalent combination of education and experience, preferred.

  Years’ Experience for full proficiency in role: Six months

   

  LANGUAGE SKILLS

  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence and to speak effectively before groups of customers or employees of organization.

  Ability to read, write and speak English.

   

  MATHEMATICAL SKILLS

  Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.  Ability to apply concepts of basic algebra.

   

  REASONING ABILITY

  Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

   

  CERTIFICATES, LICENSES, REGISTRATIONS

  Help Desk Certified Professional is not required, but helpful.

   

  PHYSICAL DEMANDS 

  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stand or walk and must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision and color vision.

  Ability to sit at workstation for 8 hour shift and perform extensive computer and telephone work.

   

  WORK ENVIRONMENT 

  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  The noise level in the work environment is usually moderate.

   

  ESSENTIAL DUTIES include the following; others may be assigned.
  Serve as first point of contact for customers seeking technical assistance over the phone or email.

  Record events and problems and their resolution.  Assist when able or route incident to the appropriate area within the company for further handling.

  Perform remote troubleshooting through diagnostic techniques and pertinent questions

  Determine the best solution based on the issue and details provided by customers

  Walk the customer through the problem-solving process