Southern States Toyota Lift
Job Title
Tampa, FL
Full-time/Part-time
Position Purpose
Contribute to making Southern States Material Handling a leader in the material handling industry by learning and carrying out functions to support the IT department by providing advanced technical support to multiple locations in Florida and Georgia.
Primary Responsibilities include:
- Creates a positive customer support experience through excellent problem-solving skills, ensuring timely resolution or escalation of issues, communicating effectively with the end-user, and handling the end-user with a friendly professional attitude
- Initial assessment, triage, research, and resolution of basic incidents and requests regarding technical difficulties the end-user is experiencing and use of the applications; including document creation and formatting.
- Collects information and diagnoses issues through constructive customer conversation and the use of available support tools.
- Addresses and resolves basic Tier 1 incident and requests with quality documentation; logs all incidents and requests in Spiceworks; engage other departments to resolve incidents that are beyond the scope of their ability or responsibility
- Takes ownership of issues and actively facilitates resolutions
- Uses the appropriate categorization when logging incidents
- Creates an environment of teamwork so the needs of the client and our team are met
- Ensures the best client experience and creates positive customer experiences
- Takes pride in his/her work and demonstrates outstanding professionalism
- Contributes to and increases the general knowledge of the team in order to assist in increasing the ability to resolve issues on first contact
- Adheres to Corporate standards, policies, and procedures
- Be present at work during regularly scheduled working hours and as needed in the job position, consistent with attendance expectations
Requirements:
- Remote support of applications via email, phone, remote login tool
- Experience working with a ticketing system (Heat, Cherwell, Remedy, Spiceworks)
- Experience with Microsoft Office 365 Suite 2016 (Word, Excel, Outlook, PowerPoint, etc.)
- Knowledge of local area networks, printers, active directory, domain, and group policies.
- Generate, track and close trouble tickets
- Properly escalate unresolved issues to the next level of support
- Works effectively with minimal supervision in a collaborative environment
- Excellent time management skills
- Strong problem-solving skills
- Strong written and verbal communication skills
- Passion for helping people and customer service
- Able to adapt to a constantly changing environment
- Strong drive to learn our business, its systems, and staff members.
Minimum Qualifications:
- 4 years of Help Desk/Service Desk/Technical Support experience
- Desktop Support experience and knowledge of the following applications: Windows 7 &10, MS Office 365- 2016, VPN, Terminal Server, Remote Support, Adobe Acrobat, Skype for Business, ShoreTel Business Systems
- Willingness to Learn
- Great Customer Service Skills
- Commitment to Excellence
- A + Certified (preferred but not required)
- Network + Certified (preferred but not required)
Environmental Job Requirements
A working environment consists of working at a desk set using a computer and desk phone or headset. Occasional walking in the shop area and other areas of the facility may be necessary. These areas involve walking on a concrete floor which may have temporary cracks appearing in the floor, causing an uneven walking surface. Comfortable shoes should be worn depending on the work environment. The painting and shop areas can be dusty, noisy, and drafty depending on weather conditions, as these areas are well ventilated and open to outside air. Work near moving mechanical parts 5%; Fumes or airborne particles 5%; Toxic or caustic chemicals 5%
Physical Job Requirements
Most of the position require sitting at a desk utilizing a computer monitor and phone frequently – 90%. Visual fatigue may happen with extended periods of computer use. Walking up and downstairs, on carpet, tile, and concrete areas is necessary in this position – 5%. There is minimal outside exposure in this position, however, depending on employee needs, it may be necessary for the employee to spend some time in the shop area – 5%. Of an 8-hour workday, the employee would typically spend time doing the following: standing 10%; walking 5%; sitting 90%; using hands 100%; reaching with hands and arms 100%; stooping, kneeling, crouching, or crawling 1%; hearing or talking 100%. In this position, moderate noise is expected, examples include typical business office noise from computers and printers and exposure to noise from light foot traffic. Distance/near clear vision is critical. Ability to lift up to 10 lbs.
Job Description
This information indicates the general nature and level of work performed by associates in this role. It is not designed to contain an inventory of all duties, responsibilities, and qualifications required of associates assigned to this role, and associates may be asked to assist with other duties. This description supersedes any previous documentation for this role. Management reserves the right to add or change the duties of the position at any time.
About Southern States Material Handling – Toyota Industrial Equipment
We are Florida & Central Georgia’s source for Material Handling Solutions with 9 branches in Tampa, Winter Haven, Orlando, Ocala, Jacksonville, Columbus, Albany, Macon, and Valdosta, complimented by a full fleet of deployed mobile service technicians. For over 60 years we have been a leading provider of Toyota forklifts. We offer a single-source solution for new and used material handling equipment sales and equipment rentals. Additionally, we offer OSHA-compliant operator training and forklift parts and maintenance to ensure customers stay productive and profitable. Toyota has been the number-one selling lift truck in the U.S. since 2002.
Southern States Material Handling is proud of our workforce who support and contribute to the company. We seek people committed to excellence with talent, skill, and innovation. We offer a competitive salary, comprehensive benefits, and a pleasant and challenging working environment. We are committed to innovation, quality, customer service and talent.
Our Values:
Honesty, Initiative, Teamwork, Competency, and Hardwork
Our Purpose – To help our client customers achieve a competitive advantage and improve their profits, safety, and productivity.
Our Vision – To be the most successful and respected material handling equipment distributor in the U.S.
Our Mission – To sustain continuous profitable growth by providing the best customer experience.
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