Technical Support Specialist

Worldwide Express; Monterrey; Presencial; MXN 201.000 - 312.000; Jornada completa

Descripción de la vacante

Worldwide Express seeks a technically minded Technical Support Specialist to join our Monterrey team. You will provide first-line support for proprietary systems, help users with hardware and software issues, and work with vendors and internal teams to resolve problems.

Role requires 0–2 years of experience, a Bachelor’s degree, and strong communication, collaboration, and prioritization skills. You will document processes and ensure timely responses per procedures.

Formación

• 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.

Responsabilidades

• 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.
• Respond to inquiries in a timely manner, adhering to procedure and protocol.

Conocimientos

Adaptable

Attention to detail

Good communication

Excellent collaboration

Time management

Ability to prioritize

Educación

Bachelor’s degree

Herramientas

MS Office

Excel

Word

Outlook

Descripción del empleo

• 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.
  
• Understand and support the company’s proprietary systems and other third-party systems to provide guidance include, but not limited to:
• WEXNET
• SpeedShip
• UPS.com
• WorldShip
• 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 esclane problems as appropriate.
• Respond to inquiries in a timely manner, adhering to procedure and protocol.

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.
  
• Understand and support the company’s proprietary systems and other third-party systems to provide guidance include, but not limited to:
• WEXNET
• SpeedShip
• UPS.com
• WorldShip
• 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 esclane problems as appropriate.
• Respond to inquiries in a timely manner, adhering to procedure and protocol.

Essential Duties & Responsibilities

• Understand and support the company’s proprietary systems and other third-party systems to provide guidance include, but not limited to:
• WEXNET
• SpeedShip
• UPS.com
• WorldShip
• 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 esclane 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)