Software Application Support and Trainer
Software Application Support and Trainer
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.
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 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
WORK EXPERIENCE – MINIMUM REQUIRED
EDUCATION
CERTIFICATIONS DESCRIPTION
COMPETENCIES
We know that women and people of color may be less likely to apply if their professional experience does not exactly match the job description. Livingston is striving to build a culture where differences are celebrated; therefore, if you are excited about this position, we encourage you to apply even if your experience may not check every box.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Location: HomeOffice New York
