Technical Support Specialist

Worldwide Express; Austin (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Worldwide Express in Austin, TX is seeking a Technical Support Specialist to join a multi-disciplinary team providing business technology support services. You will apply best-practice problem solving and communicate clearly to help users navigate proprietary systems such as WEXNET, SpeedShip, WorldShip, ShipRush, and UPS.com.

The role requires a Bachelor’s degree and 0–2 years of experience, with strong MS Office skills, attention to detail, and excellent communication and collaboration

Qualifications

• Bachelor’s degree required.
• 0–2 years of relevant experience.
• Strong verbal and written communication.

Responsibilities

• Provide first-line technical support via phone, e-mail and a desktop support application.
• Support proprietary systems (WEXNET, SpeedShip, WorldShip, ShipRush, UPS.com).
• Identify, research and resolve technical issues with company’s proprietary systems and other third-party systems.
• Coordinate with vendor support contacts to resolve issues.
• Troubleshoot basic hardware issues.
• Test bug fixes and enhancements.
• Redirect or escalate problems when appropriate.
• Respond to inquiries in a timely manner, following procedures and protocols.

Skills

MS Office

Hardware & Software

Adaptable

Attention to detail

Communication

Collaboration

Time management

Prioritization

Education

Bachelor's degree

Job description

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.

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 escalation 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.