Support Center Agent

Position Summary

Minimizes interruption in computer services to users by responding to dispatched calls.  Provides technical support to internal customers for the installation, repair, configuration and preventative maintenance of personal computers.  Provides first and second level troubleshooting for moderate to complex problems occurring with Yusen Logistics’ applications and desktop equipment.  Performs desktop software deployment as required to support IT project initiatives. Guides the customer regarding the use of a broad range of products, offerings, and services.

Essential Duties and Responsibilities

• Responds to trouble tickets assigned through the YLA request management system.
• Provides accurate, timely, and creative solutions to users’ technology problems of moderate to complex nature that require detailed business, systems and applications knowledge. 
• Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software.
• Performs restorative and maintenance actions either remotely or at the end user's location to resolve problems, using advanced troubleshooting and technical skills.
• Maintains accurate information and data regarding user issues within the tracking system and according to policies and standards.
• Builds PC Images; Performs desktop software and hardware deployment as required to support IT project initiatives and site openings and/or relocations. 
• Supports the development and usage of mobile devices.
• Installs client desktop systems and laptops, coordinates hardware maintenance and repairs, tracks and maintains inventory.
• Provides proactive customer support.
• Adheres to standards and SLA’s and ensures compliance.
• Assumes responsibility for learning newly-supported software, establishing support guidelines and troubleshooting aids, and training other Support Center employees so the software can be more universally supported.

Education and Experience

• Associates Degree or equivalent, preferably in IS, plus two years’ related technical (installing and supporting enterprise applications and PC and laptop hardware) core business experience; or equivalent combination of education and experience. 
• Must have experience with Windows operating systems) and Microsoft Office.
• Must have experience installing and configuring PC’s and software.
• Experience supporting remote users with remote tools strongly preferred.
• Experience troubleshooting mobile devices strongly preferred.
• Experience managing user access via Active Directory strongly preferred.
• Must have experience troubleshooting hardware, software and basic connectivity issues.
• A+, MCSE, CSS and/or HDA certification preferred.
• Experience with applications and processes for warehousing, trans-loading, intermodal and truck transportation and international transportation services strongly preferred

Essential Job Functions

• Maintain regular and punctual attendance.
• Work overtime as required/ assigned.
• Travel overnight as required.
• Work cooperatively with others.
• Interact with employees and customers in an appropriate manner.
• Use a computer for tasks such as communicating via email and preparing reports and work schedule using [ ]
• Review and analyze data and information concerning [ ]
• Plan, prioritize and monitor [ ]
• Complete [or oversee the completion of ] assigned tasks/projects in a timely manner.
• Comply with all Company policies and procedures

The above statements are intended to describe the general nature of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

Benefits

Yusen offers a generous Employee Benefits Package including:

• Medical, Dental, and Vision beginning the 1st of the month following start date
• 401k with a company match
• Flexible Spending Accounts, Life and Accidental Death & Dismemberment Insurance, Short & Long Term Disability, Tuition Assistance Program, Commuter Benefits, vacation, and much more.

Any and all benefits offered are subject to the eligibility requirements, terms, and provisions set forth in the respective policies and plan documents, which you may request from Human Resources.

About Yusen Logistics (Americas)

Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities – through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world’s preferred choice.

www.yusen-logistics.com/

Yusen Logistics (Americas) Inc. values each individual employee and is committed to a diverse and inclusive workforce by providing equal employment opportunities for all applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information, or any other protected status in accordance with all applicable federal, state and local laws.