Associate Solutions Specialist

Job description

Under close supervision, assists in the design, development, implementation and maintenance innovative and replicable programs/procedures supporting sales, senior leadership and customers creating value and effective strategies for the Company.

Essential Functions

Requires the application of developing skill sets relevant to the role and objective of the department. May work individually and with teams with internal/external customers. May participate in review, analysis, interpretation of data/information creating innovative solutions. Perform other duties as assigned.

Additional Details Blended Hardware & Mobile Support

Provide hands-on Tier 2 troubleshooting and resolution for both laptops (PCs) and mobile devices.

Support for High-Impact User Groups

Primary focus on managing escalations and provisioning equipment to support rapidly changing sales functions, as well as resolving high-priority Platinum impact support tickets.

Operational SLA Restoration

Play a direct role in reducing current support ticket response and resolution times back to the baseline SLA of 24 hours (down from the current 72-hour peak).

Cross-Training & Flexibility

Participate in continuous cross-training to successfully pivot between phone-based help desk support and direct desktop/laptop hardware troubleshooting.

Deployment & Onboarding

Support the hardware deployment lifecycle, which includes managing self-serve deployment models (providing hardware alongside clear enablement instructions to end-users) and handling break-fix laptop maintenance.

Skills/Knowledge Blended Phone & Desktop Support Experience

Previous experience successfully cross-trained to provide seamless, concurrent support across both phone channels and desktop hardware.

High-Volume Ticket Management

Proven capability of managing a high volume of escalated tickets (the team is currently averaging 120+ Tier 2 tickets per week).

Familiarity with Self-Serve IT Models

Experience deploying, optimizing, or managing self-serve hardware onboarding programs for remote or hybrid sales teams.

Customer-Facing Sales Support

Direct experience supporting fast-paced sales environments, with a strong understanding of the urgency required to minimize downtime.

Hardware Lifecycle & Asset Management

Prior exposure to managing laptop refresh cycles (specifically break-fixes and extended life approaches) and mobile device enrollment/provisioning.

Minimum Education

Bachelor's Degree/equivalent in business or a related field.

Minimum Experience

No experience required. Knowledge, Skills, and Abilities Knowledge of business software, spreadsheet applications and/or graphics or web development. Good interpersonal skills. Strong organizational skills. Good written and oral communication skills. Domicile This is a hybrid position located in Memphis, TN. Candidates must live within 50 miles of the campus location. Employees will be required to work at the FedEx campus location several times per week.

Preferred Qualifications

    Pay Transparency:       Pay:   Additional Details:  Posting closes on: 10/13/2026 at 4:00 PM CST / 5:00 PM EST.  For details on our comprehensive benefits, click here . Federal Express Corporation is an Equal Opportunity Employer including, Vets/Disability. Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact [email protected] .

Applicants have rights under Federal Employment Laws

Know Your Rights Pay Transparency Family and Medical Leave Act (FMLA)

Employee Polygraph Protection Act E-Verify Program Participant

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