About this role
At Truckstop, we have transformed the entire freight-moving lifecycle with our SaaS solutions. From freight matching to payments and everything in between, we are the trusted partner for carriers, brokers, and shippers alike. We lead this industry forward with our One Team mindset committing to principles such as assume positive intent, have each other’s back, and be your authentic self. Our drive for greatness produces high expectations, yet our regard for humans is even higher. Join a team of brilliant minds and generous hearts who care deeply about other's success.
Please note: This is a full-time, in-person role based at our Boise office (1444 S. Entertainment Ave., Boise, ID 83709).
Job Summary
This position will provide first line technical support to internal customers and provide second line technical support to external customers. Responds to telephone calls, emails, and support tickets. Maintain desktop computers and applications for employees and the servers that support this desktop environment. Professionalism, customer service, and communication skills are essential.
Essential Job Functions
Provide effective technical support to internal customers in person and over the phone, regardless of location
When needed, support Level 2 in troubleshooting PC hardware, software and network connectivity
Document support resolution within the SalesForce or Jira ticketing system
Create and disable user accounts and workstations in Active Directory
Create new email accounts, to include users, Microsoft 365 groups, distribution lists, and shared mailboxes
Office 365 license management. Assign appropriate licenses to each user
Manage access requests to Truckstop’s internal systems
Password resets and walking internal customers through self-service resets
Partner with Customer Support staff regarding technical issues experienced by our customers
Effectively troubleshoot technical issues with the customer over the phone; often discussing issues with users of limited technical knowledge and log records of those issue
Participate in UAT testing of products and document bugs for replication by development
Project management including assessment, planning, documentation, scheduling, training, and effective execution
Prepare and maintain documentation for supported environments
The above description covers the most significant duties performed but does not include other related occasional work that may be assigned or is completed by the employee.
Position Requirements
High school diploma or equivalent; Bachelor’s degree in computer science preferred
Professional appearance and effective communication skills
Two years’ experience with PC hardware, software, and management
Two years of end user interaction or customer service
Punctuality and reliability to cover their scheduled shifts
Knowledge of browsers, internet protocols, network troubleshooting, mobile device hardware and apps, mobile apps, ISP connections and methods, desktops and desktop software
Must be or become familiar with company products and navigate the company’s programs and systems in a reasonable amount of time
Must be able to communicate effectively verbally and in writing
Ability to maintain composure under pressure and stress
Proven ability utilizing empathy and positive regard in a variety of situations
Exceptional customer service skills and continually displays a partner first mentality
Embraces teamwork and can also work independently when necessary
Strong organizational and process skills
Maintain cooperative and effective working relationships within company
Manage own time to meet department goals and deadlines
Additional Information:
Physical Demands:
Minimum physical exertion. While performing the duties of this position, the employee is frequently required to sit, communicate, reach, and manipulate objects, tools or controls. The position requires mobility. Duties involve moving materials weighing up to 5 pounds on a regular basis. Manual dexterity and coordination are required over 75% of the work period while operating equipment such as computer keyboard and mouse.
Work Environment:
The working conditions will vary between an office environment and a remote home environment. The ideal protected indoor work environment is a clean, non-hazardous work area. The noise level in the work environment is typical of most office or remote home environments with telephones, personal interruptions, and background noises.
EEO Statement:
Truckstop.com provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
At Truckstop we are dedicated to creating a workplace that is equitable, inclusive, and inspiring for every employee. In an effort to provide greater transparency, we are sharing the base salary range for this position. The position is also eligible for a yearly bonus. Final salary is based on a number of factors including market location, job-related knowledge, education/training, certifications, key skills, experience, internal peer equity as well as business considerations.
The anticipated base pay range for this position is :$69,800—$69,800 USDThe above description covers the most significant duties performed but does not include other related occasional work that may be assigned or is completed by the employee.
Truckstop provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Truckstop participates in the E-Verify program. Learn more about the E-Verify program here: https://www.e-verify.gov/
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