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Position responsible for providing second level support for technology infrastructure and customer issues and requests.  Act as an advocate for the customer ensuring proper focus is maintained and attention brought to customer needs.  Utilize effective communication and intermediate to advanced technical skills to ensure timely and effective resolution of complex incidents and requests. Responsible for planning, designing, and implementing medium to large projects to meet customer needs and improve service delivery.



  1. Provide second level technical support for technology infrastructure and customer issues and requests. Provide feedback based upon customer interactions to improve support model and quality of development efforts. Work under direction of senior level team members to implement necessary changes to support model.
  2. Provide knowledge, training, and solution sets to first level support teams to improve first call resolution and increase customer satisfaction. Review issues to identify trends and make recommendations for improvement.
  3. Responsible for providing best in class customer care. Exhibit customer advocacy while understanding and working within enterprise guidelines. Demonstrate intermediate knowledge of key business processes of partners and customers. Relate business needs in appropriate terms for team members.  Proactively strengthen relationships with customers.
  4. Demonstrate intermediate technical skills in areas such as client, systems management, security, service management, applications, and networking. Provide support and ensures reliability for deployed technologies, systems, and processes according to established procedures and industry best practices.
  5. Evaluate and respond appropriately to customer issues and requests. Handle complex issues without assistance. Escalate when necessary to appropriate team or individual to resolve.  Document and analyze problem details, and perform root cause analysis.  Identify measures to reduce problem occurrence and improve service delivery.
  6. Coordinate the successful execution of medium to large project activities to the satisfaction of customers while conforming to project management procedures and policies.
  7. Demonstrate intermediate knowledge of primary customer service responsibilities and computer-related technologies utilized by YRCW. Serve as a liaison to other groups within the organization in regards to customer service best practices and policies. Provide feedback based upon customer interactions to improve support model. Work under direction of senior level team members to implement necessary changes to support model.
  8. Maintain understanding of industry trends and best practices. Identify opportunities to utilize technology to automate and streamline processes, simplify customer interaction, and improve service delivery. Contribute to current and long-range strategy planning efforts.
  9. Work with team members to establish, review, and enhance standards, policies, and procedures for related responsibilities.
  10. Provide 24 by 7 on-call support on a rotating basis.



  1. Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.
  2. Building Trusting Relationships - Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions.
  3. Collaborating - Working cooperatively with others to help a team or work group achieve its goals.
  4. Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that help them understand and retain the message; listening actively to others.
  5. Continuous Learning - Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
  6. Initiating Action - Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive.
  7. Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.


  1. Bachelor’s degree or equivalent educational background or work experience.
  2. Four (4) years of experience in the technology or customer service.
  3. Three (3) years of experience as a Technical Support Analyst.
  4. Strong verbal, written, and interpersonal communication skills.
  5. Experience using MS Office applications (Word, Outlook, Access, and Excel).



  1. Bachelor’s degree in Computer Science.
  2. Experience in help desk




This job operates in a professional office environment indoors. Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.




The position requires the ability to spend long hours sitting or standing while using office equipment and computers. Ability to perform repetitive tasks such as typing and keying. Occasional lifting, pushing/pulling, carrying 10 lbs of supplies and materials is required.

YRC Worldwide is an Equal Opportunity/Affirmative Action Employer
Minorities/Females/Persons with Disabilities/Protected Veterans

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