Technical Support Specialist
RCS Level: A4
Job Family Summary:
Researches and determines business requirements and technical specifications for the development, modification, and expansion of new and current DHL-provided end-user shipping programs and systems. Configures and installs shipping systems on customer premises, integrating with customer's back-end database systems. Troubleshoots problems with software and hardware.
Provides expert technical support to US, US Territory, Canada, and Caribbean based customers using online and offline eCommerce shipping applications. Works independently to troubleshoot, resolve, assign, and document all hardware and software issues; support entries documented via global trouble-ticket tool, GSN. Methods of support delivery include but are not limited to telephone, email, remote control, and on-site support.
Answers all customer and support personnel questions from FAQ’s to highly technical system integration(s).
Provides direct technical support to internal professional roles (FAS, Sales, Resellers, BSC to name a few) and external revenue customers for all hardware/software installation, configuration and maintenance of customer shipping solutions and online applications.
Identify and facilitate appropriate repair services based on priority and severity evaluation; cradle-to-grave incident resolution and escalation process engagement for optimum customer availability and cost benefit.
Performs software and hardware installation and configuration for all customer based shipping solutions; responsible for optimizing customer operating systems and shipping application(s) in support of individual client’s business needs. Performs data/media recovery through system backups and import standards utilizing one or more remote solutions for DHL and Customer System connectivity.
Directly involved in eCommerce user acceptance testing cycles for both internal applications and customer facing shipping applications. Develops, coordinates, performs, and documents offline and online software/hardware testing and debugging to ensure functionality and quality; creates test plans based on functional requirements as needed and executes.
Supports the delivery of scheduled and ad-hoc eCommerce application training sessions for external customers, internal DHL staff, new hire CS staff, and existing department staff as needed. May also provide support in the creation of new, validation of existing, and the updating of all training and process related material relevant to the quality and effectiveness of the departments support delivery.
Collaboration with multiple 2nd and 3rd tier workgroups and other Business Units (CFSC, business development, Customer Service, Solutions Support, Sales etc)to provide workarounds and long term technical solutions for complex customer issues; including, but not limited to manifest/revenue recovery, billing/rate system corrections, updating/correcting routing files, integrations, etc.
Subject matter expert in service, production or support area of responsibility. Performs the most complex and technically demanding work in area of specialization Contributor on a project or specialty work team. Provides general guidance to junior level personnel in associate roles.
Responsible for providing after hours support on a rotating schedule.
Minimal supervision provided. Work may be done outside established procedures. Operates with considerable latitude.
Significant area or division impact. Errors may require significant expenditures to resolve.
Comprehensive knowledge in technical or specialty area and or tasks and responsibilities. Takes the lead in effectively applying new processes and skills in accomplishing tasks and may teach them to others.
May provide expert advice, training, and technical assistance to lower level service, production, and support personnel. May direct the work of others and contribute to employees' professional development.
Performs the most complex and technically demanding work within area of specialization. Preempts potential problems and provides effective solutions in reaction to application of concepts, techniques, knowledge or processes.
Skill & Qualifications:
Subject matter expert in service, production, or support area of responsibility. Performs all of the standard and all of the specialized and most complex aspects of the function. Technical certification or Associate degree may be required in some areas. Generally 4+ or more years of experience in related area of responsibility.
Depending on functional area of assignment, tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). Requires manual dexterity and visual and hearing acuity. Tasks may involve extended periods of time at a keyboard or work station. Tasks are regularly performed inside without potential for exposure to adverse conditions, such as dirt, dust, pollen, odors, fumes and/or poor ventilation, wetness, humidity, rain, temperature and noise extremes, machinery and/or moving vehicles, vibrations, electric currents, animals/wildlife, toxic/poisonous agents, gases or chemicals, oils and other cutting fluids, violence and/or disease, or pathogenic substances.
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.
Facts and Figures
Mon - Fri with variation of hours 5AM - 7pm, overnight and weekend on-call support
DHL Express US
No Business Travel
Work Permit Required
Day time only