The purpose of this support activity is to enable safe and accurate product lifting at terminals, troubleshoot and determine the root cause of loading issues, to facilitate the most effective use of terminal automation systems by terminal personnel and others, and to help ensure these systems operate as intended by trouble-shooting and effectively resolving problems or elevating issues to second-level support.
The role is highly customer focused and the successful candidate will need to be adept at handling difficult calls and maintaining a positive can-do attitude.
The LSS Specialist works in a "call center" environment. The LSS Analyst answers incoming phone calls from drivers, terminal operators, external and internal customers.
Each call should be handled per defined procedures and a ticket is entered for each call. In addition, the LSS Specialist monitors a team email inbox and monitors various systems.
Most issues are researched and resolved by the LSS Specialist on the first call.
Provide analytical assistance to drivers or customers having loading issues that may be related to customer set-ups. Support including all of the following :
As a member of the LSS Team, the LSS Specialist provides first level support (24 x 7, 365 days a year) for all Shell Distribution terminals and Outside Supply Point terminals.