Tech Support Specialist II

Location: 477 Distribution Parkway, Collierville TN 38017

Schedule: Monday-Friday, 8:00am-5:00pm

General Summary

This position will provide contact center assistance to customers experiencing technical issues by utilizing tools and platforms. troubleshoots user hardware, software, and other computer related technologies. May include installing, configuring, and updating hardware and software, making recommendations for system upgrades, interpreting and resolving virus, spyware, malware issues with data backup as well as fixing any issue related to the equipment that may come up on a daily basis. Provides customer assistance with network printers, hardware, software, smartphones, and wireless access problems.

Primary Responsibilities

• Excellent listening, written and verbal communication skills
• Ability to multi?task and prioritize and troubleshoot issues
• Demonstrated skills in repairing various electronic devices and/or operating equipment.
• Excellent troubleshooting skills required
• Must exhibit promptness and attention to detail
• Demonstrated experience in a customer focused position involving technical knowledge of a companies products and services
• Excellent time-management skills and the ability to establish reasonable and attainable deadlines for resolution required
• Extensive experience working with different operating systems including Windows and Mac OS
• Ability to prioritize and manage several milestones and projects efficiently

Education/Experience

• Associate degree in Business, Computer Science or Computer Technology preferred.
• 2 years’ experience required working in a Call Center, Customer Service area, or Repair Service environment, dealing with customers and vendors via email and phone.
• Knowledge of RMA creation, status updated using various systems preferred.
• Excellent communication, listening, and troubleshooting skills with the ability to multitask while handling customer calls and customer escalations also preferred.
• Ability to work variable shifts and weekends

Physical/Cognitive Requirements

With or without accommodation:

• Ability to follow policies and procedures.
• Ability to read, write and interpret information.
• Ability to add, subtract, multiply and divide.
• Ability to use hands to manipulate, handle, or feel.
• Ability to sit/walk/stand for up to 8 hours per day.
• Must possess visual acuity, i.e., close, distance, and color vision, depth perception and the ability to adjust focus.

Working Conditions

General office environment that is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment with standard office equipment available.

ADA

The Company is committed to making reasonable accommodations for qualified individuals with disabilities in accordance with the ADA and any other applicable federal, state, or local laws. If you require an accommodation to perform the job, now or in the future, please contact your Human Resources Representative. Upon request, Human Resources will engage in an interactive process with you to determine whether or not a reasonable accommodation is available.

Disclaimer

The above information is only an illustration of the general nature and level of work performed by the employee within this classification. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the Company and employee and is subject to change by the Company as the needs of the Company and requirements of the job change.

This position will report to FedEx Forward Distribution Inc, a subsidiary of FedEx Supply Chain.