ReCollect was founded in 2012 and serves hundreds of municipalities and waste companies across Canada, the United States, and the United Kingdom.

At ReCollect, we care a great deal about making the planet more sustainable, improving public services, and growing a company that effects change and is fun to work for. Our products allow solid waste departments and companies to engage with recyclers in order to reduce contamination and increase participation in recycling programs.

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 Values:

• Intellectual Curiosity - We nurture skills, knowledge, and creativity.
• Emotional Intelligence - We are personable, positive, and caring — and we don’t take ourselves too seriously.
• Customer Focus - We advocate for our customers.
• Team Commitment - We take ownership, play well with others, and are reliable.
• Solution and Action Orientation - We approach solutions proactively, collaboratively, and thoroughly.

POSITION OVERVIEW

The Customer Support Specialist is responsible for providing technical support to our customers, with the goal of maintaining a high level of customer satisfaction. The individual in this role configures customer systems to suit client needs, interprets queries to serve up solutions, and troubleshoot reported issues.

RESPONSIBILITIES & DUTIES

  • Ensures customers feel heard and supported.
  • Manages a queue of customer support issues through Freshdesk and Trello.
  • Responds to inquiries and solves reported technical issues.
  • Configures tools while onboarding new and existing customers.
  • Provides guidance and assistance to our customers in creating Mobile Development Accounts with Apple and Google.
  • Keeps internal documentation up to date.
  • Works collaboratively with the Customer Success, Product Management, and Development teams.
  • Recommends improvements to processes, customer-facing documentation, and product - where it will help customers self-serve better.
  • Performs other tasks as assigned.

QUALIFICATIONS

  • Exceptional verbal and written communication skills
  • Tech-savvy and creative problem-solving skills
  • Aptitude to explain technical information in “real-world” terms to non-technical customers and end-users
  • Able to learn quickly, multi-task, and manage your time efficiently
  • 1+ years of experience working in a Customer Support environment, preferably in a Software-as-a-Service (Saas) business
  • Experience with basic data formats like Excel, CSV, and JSON

BENEFITS

  • Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
  • Paid parental leave
  • Medical and Dependent FSA
  • 401K match
  • Paid Time Off
  • Nine company holidays

This is a full time, remote role based anywhere in the United States.

Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.