Technical Support Specialist
6 months ago
Routeware is the industry leader in providing SAAS software solutions, integrated technologies including RFID, AI, video, hardware/software, and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations achieve a digital transformation that saves time and money, increases efficiency, improves safety, and helps to make our world a greener place.
Based in Portland, Oregon, the company is PE-backed and employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one solution to municipal and private waste haulers and other fleet services. As part of an essential and growing industry, we seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and fun with a strong appreciation for innovation and initiative.
Our Mission:
**_Transform_**_ waste collection to _**_drive_**_ a better future for generations to come._
Our Values:
- Adaptability - _The waste industry and technology are ever-changing, and the Routeware team never stops adapting to be at the forefront of technology innovation, supporting our customers to stay ahead._
- Mission-driven - _At Routeware, it matters to us that our work has a lasting positive impact on our customers' outcomes, our fellow team members' well-being, and the long-term sustainability of our environment._
- Human-first - _While technology drives our products; the real, live, caring people at Routeware are the true drivers of meaningful outcomes for our customers._
**POSITION OVERVIEW**
**This is a hybrid role with 1 office day a week in our York Office**
**RESPONSIBILITIES**
- Handles support calls and tickets and queue management
- Takes ownership of customer issues reported and resolving problems
- Researches, diagnoses, troubleshoots, and identifies solutions to resolve software and hardware issues
- Escalates unresolved issues to appropriate internal teams
- Prioritises and manages several tasks at one time
- Creates and contributes to user documentation and internal knowledge base
- Conducts device configurations and preparation
- Demonstrates willingness and ability to collaborate across multiple projects
- Communicates effectively with customers, vendors, and internal stakeholders
- Adapts to changes in the work environment, manages competing demands, and is able to deal with frequent change, delays, or unexpected events
- Monitors after-hours support on a rotating schedule
- Performs other related duties as assigned
- Able to work 8:30-5 PM
**QUALIFICATIONS**
- Experience with SQL and basic SQLServer administration
- Experience with SalesForce / ZenDesk
- Experience with Android and Windows OS
- Experience with Device Management
**BENEFITS**
- Work from home opportunities
- Flexible working hours
- Sick pay
- Bonus scheme
- On-site parking
- Company pension
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