Sr. Support Specialist

Landstar System, Inc.; Jacksonville (FL); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Landstar System, Inc. in Jacksonville seeks a Senior Support Specialist to deliver expert technical assistance, customer service, and consultation for Landstar applications to Agents, BCOs, Employees and Customers.

Strong communication and a customer‑oriented approach are essential for handling difficult inquiries. The role includes rotating shifts with Saturdays and on-call rotation, remote troubleshooting, and mentoring junior staff.

Qualifications

• High School diploma or GED required.
• One-year experience in a help desk role.
• Excellent communication and customer service skills.
• Willingness to obtain Help Desk Certification.

Responsibilities

• Record events and problems and their resolution.
• Assist when able or route incidents to the appropriate area within the company for further handling.
• Provide expert level support and troubleshooting on all supported applications including but not limited to:.
• Serve as a first point of contact for Customers seeking technical assistance over the phone or email and determine the best solution based on the issue and details provided by customers
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Mentor Junior staff members
• Be a part of the “on call” rotation

Skills

Customer service

Troubleshooting

Help desk

Remote assistance

Data entry

English proficiency

Communication skills

On-call rotation

PC operating systems

Web browsers

Education

High School diploma or GED

One-year experience in help desk

Associate's degree preferred

Tools

Landstaronline.com

LEADS Online

Various Mobile Apps

Direct Scan

Orbit

Express Trak

TMS

Forwarder Logic

Landstarmail.com

Job description

Location: Hybrid - 3 days onsite

Schedule: Rotating schedule including Saturdays (7a to 4p) (8a to 5p) (9a to 6p) or (10a to 7p)

Summary:

Potential candidates are able to provide expert level technical assistance, Customer Service and consultation for all supported applications to our Agents, BCOs, Employees and Customers. Senior Support Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain the solution. They must be customer-oriented and patient to deal with challenging customers.

Essential Responsibilities:

• Record events and problems and their resolution.
• Assist when able or route incidents to the appropriate area within the company for further handling.
• Provide expert level support and trouble shooting skills on all supported applications including but not limited to:

• Landstaronline.com
• LEADS Online
• Various Mobile APPS
• Direct Scan
• Orbit
• Express Trak
• TMS
• Forwarder Logic
• Landstarmail.com (configurations and set up)

• Serve as a first point of contact for Customers seeking technical assistance over the phone or email and determine the best solution based on the issue and details provided by customers
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Mentor Junior staff members
• Be a part of the “on call” rotation

Required Minimum Experience and Education:

• High School diploma or GED required.
• One-year experience working in a help desk related role

Preferred Experience and Education:

• Actively identifying and pursuing technical enhancement opportunities for professional development.
• Associate's degree (A.A.) preferred or equivalent from two-year College or technical school preferred

Knowledge, Skills, and Abilities:

• Ability to work a rotating shift as well as a ½ day participation in Saturday (AM) rotation: (7a to 4p) (8a to 5p) (9a to 6p) or (10a to 7p) – applicable to Jacksonville
• Extensive knowledge of PC operation systems and web browser
• Proven experience as a help desk technician or other customer support role
• Data Entry skills 85 KPM is required
• Extremely organized and detail oriented
• Ability to maintain a high level of customer service in a high volume, fast paced work environment
• Extensive overall knowledge of Landstar and our workflow systems
• Must possess or be able to obtain Help Desk Certification Professional
• Extensive knowledge of PC Operating Systems and web browsers
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
• Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
• Ability to read, write and speak English. Bilingual is a plus.