Technical Support Specialist

The Technical Support Specialist is responsible for leading and supporting customer onboarding initiatives for solutions, providing comprehensive technical support, and ensuring continuous optimization through system upgrades and migrations. The role bridges technical execution and customer engagement to enable seamless integration and adoption of electronic shipping platforms.

Key Responsibilities

Customer Engagement & Technical Support

• Lead or participate in customer onboarding programs for solutions.
• Deliver presentations or collaborate with the commercial team to demonstrate solution benefits.
• Guide customers through implementation phases, ensuring correct configuration and operation.
• Provide customer technical support through onsite visits and remote assistance.
• Act as a key resource for the Customer Facing IT Helpdesk to resolve technical queries and issues.
• Provide escalation support for complex or unresolved cases.
• Ensure configurations comply with IT policies, version control, and label format standards.

Project & Process Management

• Plan, manage, and execute deployments to meet performance and implementation targets.
• Contribute to initiatives that drive continuous improvement and innovation in electronic shipping solutions.
• Ensure timely and accurate preparation of monthly and ad-hoc reports on deployments and support activities.

Stakeholder Collaboration & Influence

• Work closely with internal functions (Commercial, Operations, IT) to ensure successful solution delivery.
• Influence stakeholders and cross-functional teams to adopt best practices and enable positive change.
• Demonstrate strong collaboration and informal leadership to support organizational improvement.

Education & Experience

• Degree in Information Services, Computer Science, or a related field.
• Minimum 2 years of experience in IT customer support, preferably in an eCommerce or logistics-related environment.

Technical & Professional Skills

• Strong IT and eCommerce technology knowledge.
• Excellent proficiency in Microsoft Word, Excel, and PowerPoint.
• Familiarity with enterprise or shipping systems (advantageous).
• Excellent analytical, organizational, and motivational skills.
• Strong communication, presentation, negotiation, and interpersonal skills.