What are the responsibilities and job description for the SUPPORT CENTER AGENT position at Yusen Logistics?
Overview : 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.
Responsibilities :
Essential Duties and Responsibilites :
- 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 SLAs 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.
Qualifications :
Education and Experience
Essential Job Functions
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 :
of the month following start date
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 worlds 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 were dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the worlds 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.
