Product Support Specialist

About Us

As a company, we promote a culture of honesty and integrity, and value the trust it allows us to build with customers and employees alike. Our focus on our people is what sets us apart and keeps our customers coming back to work with us!

If you are seeking to be a part of a family, this is the place for you!

Maersk Logistics & Services USA, Inc. handles end-to-end warehousing and distribution logistics needs utilizing our strategic network of storage facilities. Our facilities are capable of receiving, storing, processing and dispatching cargo, so we can build flexibility and resilience into the supply chain process. Our integrated solutions allow us to be prepared for supply chain risks, so we can plan distribution to better achieve lead time and goals despite unexpected conditions.

Our extensive experience, connections, and deep expertise across different sectors, industries, and transportation modes, means we can be counted on for process excellence that will save time and money.

The Product Support Analyst position act s as the primary interface providing support services to P ostal Mate customers by quickly analyz ing and optimally resolv ing any challenges they have using our software products , in a positive and effective manner.

• Attentively monitor all modes of customer contacts -- calls, voice messages, emails, web tickets, faxes, etc.
  
  -- and respond promptly.

• Work directly w ith customers and resolve issues, provide answers, insight, and training related to Postal Mate software.

• T rouble shoot and assist customers with general computer and hardware issues as defined by the current Hardware Requirements.

• When feasible, troubleshoot and assist customers with internet connectivity, network connectivity, Windows firewalls, third party antivirus/firewalls, Windows updates, and other connectivity issues , impacting the use of our software.

• Write detailed tickets , including system specifications , symptom description s, troubleshooting steps, and results .

• Escalate program issues (bugs) as needed.

• Keep up to date on software, industry, and other technology changes.

• Perform other duties as assigned.

• Customer service :
  Be h elpful, patient, positive, and understand ing of the customer’s perspective . Look for ways to serve customers better.

• Professional verbal and written communication skills : C onvey a willing and supportive tone . Communicate with clarity to all levels of customers . M anage expectations as necessary.

• Troubleshooting skills :
  Be effective at following the standard PCS analytical process (documented in the Support knowledge base) to quickly assess and resolve problems.

• Subject matter expertise :
  Be a product expert and possess essential industry knowledge . Provide accurate information to the customer .

• Good judgment :
  Make sound , reasoned decisions , and use good sense.

• Vision :
  Understand the vision, goals, functions, and expectations of the company, department, and position.

• Dedication :
  Demonstrate an ongoing commitment to achieving department and company objectives.

• Productivity :
  Manage time well. Employ efficient work practices. Handle high volume s of customer interactions while providing excellent service.

• Attendance : R eliabl y and punctually attend scheduled work shifts. Adhere to attendance and paid-time-off policies. Keep call outs to a minimum, and reserve sufficient PTO to handle planned and unexpected absences.

• Personal development :
  Continuously gain skills and take initiative in learning and training . Utilize learning resources such as videos, webinars, documentation, research, experimentation, coworkers, follow up on esc alation resolutions, etc. Apply training , and b e responsive to coaching . I ncrease the value contributed to the company.

• Teamwork :
  Develop constructive and effective work relationships. Willingly take challenging calls and carry a substantial share of the team workload. Adjust shifts when needed. Be a cooperative and supportive team member .

• Work environment :
  Maintain respectful and professional language , comments, and behavior. Keep a healthy attitude , and c ontribute to a positive and enjoyable work environment.

• A good working knowledge o f computers, Windows O/S, Microsoft Office software , business technologies, browsers, and network ing.

• Substantial c ustomer service experience .

• A significant background in at least one, and preferably multiple of the following:

• Inbound c ontact…