Help Desk Support Specialist

DHL Express, Inc.; Tempe (AZ); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading logistics company in Tempe is seeking a Help Desk Support Specialist to provide essential technical support for shipping solutions. The ideal candidate has 2-3 years of technical support experience and will assist customers via phone, email, and a ticketing system. Strong communication and problem-solving skills are required. The position includes competitive pay, comprehensive benefits, and generous paid time off.

Benefits

Competitive Pay

401K with company match

Medical, Dental, Vision programs

Tuition Reimbursement

4 Weeks Paid Time Off

Outstanding training opportunities

Qualifications

• 2-3 years in a technical support role, ideally in corporate IT.
• Strong troubleshooting skills and ability to manage multiple tasks.
• Experience in creating documentation and conducting trainings.

Responsibilities

• Provide technical support via phone, email, or ticketing system.
• Maintain knowledge of systems, security protocols, and software.
• Track and document all service requests and incidents.

Skills

Technical support experience

Excellent communication skills

Knowledge of Microsoft Windows

Analytical and problem-solving skills

Knowledge of eCommerce business

Familiarity with XML, Javascript, JSON, SQL

Tools

ServiceNow

Job description

What makes DHL great?

We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine

DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today…

The Help Desk Support Specialist provides technical support for online and offline shipping solutions. This role involves assisting internal and external customers via phone, email, and a ticketing system, ensuring timely issue resolution and exceptional customer service through strong technical and troubleshooting skills.

This position will maintain an expert understanding of shipping solutions and continue upskilling their technical knowledge throughout their career with DHL.

Key Accountabilities:

• Serve as a first point of contact for customers seeking technical assistance via phone, email, chat or ticketing system
• Track, prioritize, and document all service request and incidents
• Maintain knowledge of company systems, security protocols, and software updates
• Handle escalations or elevate complex issues to higher level support teams
• Contribute to a knowledge base
• Conduct external and internal training sessions
• Application testing and process improvement
• Collaboration and correspondence with other teams
• Performs other tasks or projects, as assigned

Skills/Qualifications:

• 2-3 years of experience in a technical support role, preferably in a corporate IT environment.
• Excellent communication skills is a must. Both verbal and written, as well as the ability to interact professionally with a diverse group of end-users.
• Knowledge of Microsoft Windows operating systems, Microsoft Office applications, and basic network protocols.
• Strong analytical and problem-solving skills, with the ability to diagnose and troubleshoot technical issues quickly and efficiently is a must.
• An understanding of how eComm business is conducted in today's world.
• Familiarity of global trade/international shipping.
• Familiarity with formats and languages such as XML, Javascript, JSON and SQL.
• Experience with creating and maintaining documentation, which includes troubleshooting tips, and resolutions to common issues to build a comprehensive knowledge base.
• Experience with conducting trainings, both internal and directly with customers.
• Ability to work independently as well as in a team environment.
• Ability to prioritize and manage multiple tasks simultaneously.
• Knowledge of IT Service Management (ITSM) best practices and tools, such as ServiceNow, is a plus.
• Any certifications are a plus such as Comp TIA A+, Microsoft Certified Professional, etc.

Employee Benefits & Incentives

DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:

• Competitive Pay
• Bonus/Incentive Programs
• Retirement Savings – 401K with company match
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster