It’s not a package. It’s a promise®.

As Canada’s leading integrated freight, package, and logistics provider, we’ve been helping promises get where they need to be for more than 60 years. How does the magic happen? The journey starts with you. The places we go, the elements we brave, the promises we deliver – it’s all possible because of our people. So, whether you’re looking to build new skills, make an impact in your community, or inspire your team, we go there for you.

Description

This role will engage external customers to design, implement and support the best possible solution by providing Tier 2 Technical Support for all our customer-facing IT services (including Purolator E-Ship Online, E-Ship Web Services, E-Ship Server, Electronic Data Interchange, etc.). The Specialist will maintain KPIs related to deployment and production support of physical assets (server, printers, weigh scales, etc.) deployed to customer locations and support ongoing data integrity and billing quality initiatives key to the best customer experience.

Responsibilities

• Provide Tier 2 technical support to all escalated incidents (Eship Server / EDI / Web Services / ESO etc.) in customer-facing IT services within established KPIs, SLAs, and OLAs.
• Maintain knowledge and further develop skills specific to the various technologies utilized in our IT services.
• Responsible for the delivery of the IT Solution for all Net New Customers.
• Responsible for Professional Development & Corporate Training to ensure technology trends are understood and best practices are further developed.
• Responsible for planning Business Travel for training, internal project participation, or coverage of a peer’s vacation period.
• Manage and resolve all technical issues that prevent our customers from processing their daily shipments (respond, troubleshoot, and correct incidents).
• Complete necessary work to stay on target with personal/corporate goals with minimal supervision.
• Ensure set KPIs are met, may require collaboration from peers to accomplish. Schedule travel, customer meetings, and internal project deliverables with minimal supervision.

Education and Experience

• Industry-recognized certifications including CompTIA A+, CompTIA N+, and ITIL.
• Experience with Relational Database Servers (MySQL, SQLite MSSQL, etc.).
• Experience with utilizing Web Services (SOAP, REST, Custom APIs).
• 1– 2 years experience in delivering excellent customer experiences.
• Lean Six Sigma Yellow Belt certification (may consider experience vs certification).
• Experience providing end-user support in Microsoft Windows / Server, Linux / *nix operating systems.
• 1 – 2 years experience of IT Field Service work (may consider IT Service Desk work history).
• 1 – 2 years experience in maintaining servers / desktop computers.
• Typing speed > 35 words per minute.
• Must have a valid driver’s license.
• Experience in providing simple instruction/training.
• Experience in programming/scripting.
• Experience troubleshooting and resolving issues with computer hardware (including printers, weigh scales, barcode scanners, etc.).
• Experience with Microsoft Office 365 applications.
• Ability to carry 50lbs indoors and outdoors.
• Ability to assemble/disassemble computer hardware, associated peripherals, and cables.

POSTING DETAILS
Location: 514 - Edmonton North

Working Conditions: Office Environment

Reports to: Manager Customer Automation Divisional

Purolator is an equal opportunity employer committed to diversity and inclusion. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal/Indigenous status or any other factors considered discriminatory. If you require an accommodation during the recruitment process, we will work with you to meet your needs.

At Purolator, we are committed to ensuring our recruitment process is fully compliant with Canadian law. As part of the first round of pre-screening, the application process may involve the integration of human oversight with an automated AI solution (“AI Tool”) to assist in evaluating candidate qualifications for the position for which they are applying. This AI Tool assists in automating certain stages, such as resume screening and skills assessments, and helps expedite getting to the initial communication stage with candidates. Any personal information shared with Purolator will be used strictly for the purposes of these job applications in compliance with applicable privacy law. If you have any questions about the process, please contact:TalentCOE@purolator.com

We recognize that our employees and their families are key stakeholders. We will only be successful as a business if we provide our employees with a safe and healthy workplace and we have the right people in the right roles with the support they need to succeed. We hire for attitude and train for skills. To learn more about us and our values, go to www.purolator.com.

At Purolator, every day is an opportunity for our employees to connect with one another and with our customers to help make a positive impact in the communities where we live, work and play.