What are the responsibilities and job description for the Sr. Support Specialist position at Landstar System, Inc.?
What is Landstar?
Landstar stands for safe, secure and reliable transportation services delivered by our unique network of small business owners. Independent agents and capacity providers operating under the Landstar umbrella enjoy the strength and support of one of the industry’s most stable and successful companies. Our network of independent entrepreneurs provide customers with personalized service at the local level with the global reach and resources of a multi-billion dollar company.
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.
Why work at Landstar?
Landstar is seeking hard-working and dedicated employees committed to exceeding the expectations of those we serve. We employ a highly diverse workforce and welcome employees from all cultures and backgrounds to our team.
Our workplace culture is second-to-none. Landstar provides a safe and professional work environment in which to thrive and grow. We offer competitive compensation, robust benefit plans including affordable medical plans, employer 401(k) match, paid time off, tuition assistance and much more.
If you want to be part of a top-notch transportation company with an emphasis on safety, service, teamwork, and dedication then Landstar is the place for you!
Landstar is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or any other characteristic protected by federal, state or local laws. Landstar will provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should send an e-mail to employment@landstar.com.
Privacy Policy
Landstar uses application information only for employment related purposes, including background investigations and regulatory compliance. Landstar will not disclose the information to any other person or entity, unless compelled by force of law. Landstar stores your application information on computers operated by Ceridian. This on-line application software is provided by Ceridian under an agreement which specifies that Ceridian will not disclose or make any use of application information stored on its secure servers.