Software Application Support and Trainer
Software Application Support and Trainer
Join Livingston and grow your career in the constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance and freight forwarding services around the world. Livingston has over 3,000 employees at more than 90 key border crossings, sea ports, airports and other strategic locations in North America, Europe and Asia.
Our fast-paced and collaborative environment offers you the opportunity to work with leaders in the industry, receive recognition for achievements and develop your expertise in the complex and evolving world of trade. Learn how you can make an impact at Livingston.
Job Type: Full Time
Location: HomeOffice New York, HomeOffice Tennessee
JOB SUMMARY
The Software Application Support and Trainer is responsible for handling incoming quires from Clients. You will perform QA testing before deployment to Production to ensure accuracy, train clients on Smartborder and assist in navigation. This position's main focus is helping clients navigate our software programs, answering questions, ensuring they get A+ service. You will be the bridge between our programmers and clients. The ideal candidate has worked in the industry and familiar with customs brokerage. This position has a full training program, a tech background is not needed!
KEY DUTIES & 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.
KNOWLEDGE & SKILLS
To perform this job successfully, the person must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable a person with disabilities to perform the essential functions.
- Solid knowledge of US Customs
- Working knowledge PGA documents
- knowledge of Smartborder a plus
- 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
WORK EXPERIENCE – MINIMUM REQUIRED
EDUCATION
CERTIFICATIONS DESCRIPTION
COMPETENCIES
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
For Canada: Livingston is an equal opportunity employer and committed to creating and sustaining an inclusive environment in which all individuals are treated with dignity, respect and one which reflects the diversity of the community in which we operate. Accommodations are available for applicants and employees with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application.
