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*
As the Technical Support Specialist, you will become an integral part of a dynamic and close-knit team. Your primary responsibility will be to serve as the first point of contact for clients, diligently working to achieve comprehensive and prompt resolutions. As such, proficiency in troubleshooting, analytical capabilities, and exceptional customer service are imperative. This position entails direct interaction with customers via phone and email, necessitating a high level of comfort and confidence in a customer-facing capacity.
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
This is a full-time role based in the UK. 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.