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Service Support information

What is a service support?

A Service Support role involves assisting customers or clients by resolving issues, answering queries, and ensuring smooth operation of services. Service Support professionals may work in IT, customer service, or technical support, depending on the industry. They often handle troubleshooting, provide information, and escalate complex problems to specialized teams. The goal is to maintain high customer satisfaction by delivering prompt and efficient support. Strong communication skills and a problem-solving attitude are essential for this role.

How does a service support professional typically collaborate with other departments to resolve customer issues?

Service Support professionals frequently act as a bridge between customers and internal teams such as technical support, sales, and operations. When they receive complex inquiries or service requests, they coordinate with the respective departments to gather information, escalate issues, and ensure timely resolution. Effective communication and documentation are essential, as Service Support staff must update all parties involved and follow up to verify that customer needs are fully addressed. This collaborative environment helps ensure a positive customer experience and efficient problem-solving.

What are the key skills and qualifications needed to thrive as a service support professional, and why are they important?

To thrive as a Service Support professional, you need strong problem-solving abilities, customer service skills, and often a background in IT or business administration. Familiarity with ticketing systems like ServiceNow, CRM tools, and basic troubleshooting platforms is typically required. Excellent communication, patience, and teamwork are standout soft skills in this role. These skills ensure efficient issue resolution, customer satisfaction, and smooth operation of support processes.

What is the difference between Service Support vs Customer Service Representative?

AspectService SupportCustomer Service Representative
Required CredentialsTypically technical certifications or training in product/service supportCustomer service or communication skills, sometimes basic certifications
Work EnvironmentTechnical settings, call centers, on-site supportCall centers, retail, office environments
Employer & Industry UsageTech, manufacturing, telecom industriesRetail, hospitality, service industries
Common Search & Comparison IntentUnderstanding technical support roles, troubleshootingHandling customer inquiries, service satisfaction

Service Support roles focus on technical assistance, troubleshooting, and resolving product or service issues, often requiring specialized certifications. Customer Service Representatives primarily handle customer inquiries, complaints, and service requests, emphasizing communication skills. While both roles involve assisting customers, Service Support is more technical, whereas Customer Service Representatives focus on customer relations and satisfaction.

Service Support jobs near you
Infographic showing various Service Support job openings in Missouri as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 18% Part Time, and 4% Contract. Highlights an 87% Physical, 3% Hybrid, and 10% Remote job distribution.

Service Center Support PT

Saint Louis, MO • On-site

FedEx Freight Holding Company, Inc.
Trucking • 10K+ employees
Learn more about FedEx Freight Holding Company, Inc.external

$19.23/hr

Other

Re-posted 2 days ago

FedEx Freight rating

7.7

Company rating: 7.7 out of 10

Based on 383 frontline employees who took The Breakroom Quiz

Job description

Starting Rate of Pay: $19.23 per hour
Shift Time: 10:00 - 15:00
POSITION OVERVIEW:
Responsible for handling the needs of customers, processing documentation that accompanies the movement of freight, and performing other administrative and customer service duties as necessary in the daily operation of the service center.
ESSENTIAL FUNCTIONS:

  • Perform administrative/clerical functions, including but not limited to, maintaining files, copying, imaging, answering phones, data entry, sorting/ distributing mail and/or packages
  • Verify and complete required documentation and reports
  • Provide accurate information and assistance to customers, which includes determining pick-up and/or delivery needs, problem resolution, updating systems to meet customer special handling requirements, selling company services and provide potential leads to sales
  • Enter freight shipment information into computer system to include, but not limited to, accurately status shipments, generate freight bills and/or correct freight bills, etc.
  • Administer freight pick-up process, as required
  • Assist customers via phone, e-mail and/or fax in all inquiries, including but not limited to, tracing shipments, rate quotes, tariff discrepancies, billing and/or invoicing questions, etc.
  • Make freight delivery appointments, as required
  • Review drivers' Hours-of-Service logs to ensure accuracy, as required; report discrepancies to appropriate leadership member
  • Assist city operations, including but not limited to, checking-in drivers and processing related documentation, coordinating drop-off situations, coordinating driver collections, etc.
  • Communicate with sales, operations and other service centers and/or departments to ensure customer's needs are achieved and all issues are resolved
  • Reconcile cash and checks collected, prepare deposits and prepare COD check remittance to customers, as required
  • Comply with all applicable laws/regulations, as well as company policies/procedures
  • Perform other duties as required
Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, essential functions and qualifications required of employees assigned to the job.
QUALIFICATIONS:
  • High school diploma or GED
  • Two years general office experience preferred
  • One year customer service experience, preferred
  • Previous transportation experience preferred
  • Strong phone and interpersonal skills
  • Ability to count and perform basic math, with or without a calculator
  • Strong written and verbal communication skills
  • Ability to comprehend the various FedEx service products to assist in determining customers' needs
  • Ability to use general office equipment, e.g. computer, fax machine, copier, scanner, etc
  • Typing/data entry skills
  • Ten-key skills preferred
  • PC experience with the ability to learn required computer systems/programs
  • Demonstrated time management, organizational and multi-tasking skills
  • Ability to handle confidential information
  • Ability to follow instructions and complete required training
  • Ability to work independently and/or as a team member
  • Ability to work in a fast-paced team environment

WORKING CONDITIONS:
Office/dock environment
Fast-paced; deadline oriented
Hours may vary due to operational needs
EST FedEx Freight, Inc
FedEx Freight is an Equal Opportunity Employer, including disabled and veterans. If you have a disability and you need assistance in order to apply for a position with FedEx Freight, please e-mail at ADAAssistance@fedexfreight.com. FedEx Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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