Support Specialist II - Operational Accounting, IS Operational Experience

As a Support Specialist II - Operational Accounting at Expeditors, your primary responsibility will be to provide Tier 1 support to our internal customers, ensuring swift resolutions to application issues that might impede their operations. You will troubleshoot a diverse range of applications while conducting research and analysis to provide effective solutions. Collaborating with other teams, such as development and operations, will enable you to assist our personnel smoothly and efficiently, ensuring the continuity of our logistics operations.

To qualify as a Support Specialist II - Operational Accounting at Expeditors, applicants should have hands-on customer support experience and proficiency in troubleshooting various applications and platforms. Familiarity with accounting applications and experience with support ticketing systems is also essential. While a college degree and 1-3 years in application support are desirable, they aren’t strictly necessary. Candidates must be eligible to work in the U.S. without employer sponsorship.

While experience with Dynamics 365 is preferred for the Support Specialist II - Operational Accounting position at Expeditors, it is not a mandatory requirement. What’s most important is your ability to troubleshoot applications and provide quality customer support. If you have a solid understanding of accounting applications and relevant experience, you may still be a strong candidate for this role.

The Support Specialist II - Operational Accounting at Expeditors provides Tier 1 support, primarily focusing on ensures that our operations team can solve any application issues they are facing. This includes troubleshooting, engaging with various teams for solutions, and being present for after-hours support rotation when necessary. Your role is pivotal in helping to maintain the flow of our global logistics operations, ensuring issues are resolved in a timely manner.

As a Support Specialist II - Operational Accounting at Expeditors, you will enjoy a comprehensive benefits package, including paid vacation, sick time, along with medical and dental coverage. You will also have access to a 401(k) retirement plan with employer match, an Employee Stock Purchase Plan (ESPP), and an educational assistance program. All these benefits contribute to a healthy work-life balance and support your professional development.

To effectively troubleshoot a critical application issue in real-time, I would first assess the situation by gathering information from the affected user or team. I would ask specific questions to understand the problem and categorize it based on urgency. Using the support ticketing system, I would document the issue and initiate a structured troubleshooting process, identifying potential solutions while keeping the user informed of the progress.

In my previous roles, I gained extensive experience in customer support logistics, where I was responsible for addressing application issues in a timely manner. This involved collaborating closely with internal users, understanding the logistics processes, and utilizing my technical skills to provide solutions. I effectively communicated technical information to non-technical users to ensure clarity and satisfaction.

If I encounter an application problem that I cannot resolve, my first step would be to conduct thorough research and analysis to gather as much information as possible. I would then reach out to colleagues or escalate the issue to the appropriate teams for input. Effective communication with the user is crucial, and I would ensure they are updated throughout the process to maintain transparency.

Handling after-hours support rotations requires strong time management and organization skills. I prioritize responsibilities and ensure I’m well-versed in the most common issues that could arise. During my shift, I stay alert and organized, documenting any decisions made and ensuring a smooth handoff for the oncoming shift whenever possible.

To increase efficiency in the support process, I would first analyze common issues and develop a knowledge base of recurring problems and solutions. Implementing templates for typical inquiries can streamline responses, and encouraging communication between teams will foster a collaborative environment. Regular training and updates on application changes are also crucial to keep the team informed.

In a previous role, I dealt with a frustrated user whose issue had not been resolved promptly. I empathized with their situation, listened actively, and reassured them that I would prioritize their case. By addressing their concerns and providing them with updates, I was able to not only resolve their issue promptly but also regain their trust and satisfaction.

Adapting to fast-paced changes in technology involves a commitment to continuous learning. I regularly follow industry trends, participate in relevant training sessions, and engage with knowledgeable colleagues. This proactive approach ensures that I stay informed about new applications and tools, allowing me to adapt quickly and enhance my support capabilities.

Teamwork is fundamental in the role of a Support Specialist II, as we often face complex issues that require collaboration. I believe that leveraging each team member’s strengths not only enhances problem-solving but also fosters a supportive work environment. Regular communication and mutual respect are key to our team's success.

I have significant experience with support ticketing systems, using them to log, track, and manage customer issues efficiently. I understand the importance of accurately documenting each step of the support process, which aids in research and helps improve response strategies. My proactive approach ensures that no issue falls through the cracks.

I believe the most important skill for a Support Specialist II is strong problem-solving ability. The capacity to analyze issues rigorously, think critically, and provide timely solutions is vital. Additionally, excellent communication skills are necessary for effectively interacting with customers to understand their needs and keep them updated throughout the support process.