Software Application Support and Trainer

Livingston International

2d • Remote

About The Position

We provide clarity in a world of trade complexity so that businesses can grow further, faster, smarter. Over 30,000 clients trust us with their customs brokerage, trade consulting, global trade management and freight needs.

JOB SUMMARY
The Software Application Support and Trainer is responsible to monitor the helpdesk and respond to incoming issues from external Clients; perform QA testing before deployment to Production to ensure accuracy and train clients on functionality, new programming and/or changes to new and/or existing software application.

Requirements

• Solid knowledge of US Customs
• Working knowledge of the CATAIR/PGA documents
• Ability to analyze, diagnose and resolve issues
• Ability to document and outline specific steps in a clear and detailed manner (verbal & oral)
• Excellent communication (written & oral) and interpersonal skills
• Excellent customer service skills
• 5 years of related experience
• High School/GED or equivalent

Responsibilities

• Serves as the first point of contact for clients reporting technical issues through our helpdesk system, email and/or telephone call.
• Record all incoming and resolved issues into our helpdesk system
• Troubleshoot and analyze issues to identify the root cause of the matter. Collaboratively works with the Manager and/or Application Development team to determine an appropriate course of action to resolve the matter in a timely manner
• Reports rejected entry to the US Customs and Border Protection (CBP) and Canada Border Services Agency (CBSA). Works with the customs border agency address and resolve the issue.
• Trains new and/or existing clients on new software modules, changes or logic
• Performs Quality Assurance testing of software applications to ensure the application performs as expected by the Application Developer prior to release to the production environment. Reports test failures to the Application Developer.
• Perform other related duties as assigned by management.
• Adhere to established policies and procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED