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 Technical Support Specialist serves in a support capacity for clients seeking assistance with our products. As first line of support for issues, the individual in this role will be vital to ensuring clients are able to successfully resolve issues. Additionally, this position will require strong initiative, exceptional communication skills, and the ability to juggle competing priorities.

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
  • Prioritizes and manages several tasks at one time
  • Creates and contributes to user documentation and internal knowledge base
  • Assists with customer upgrades
  • 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 7am-3:30pm M-F

QUALIFICATIONS

  • Associates degree or equivalent experience preferred
  • Experience with SQL and basic SQLServer administration
  • Experience with SalesForce / FreshDesk
  • Experience with Android and Windows OS
  • Experience with Mobile Device Management

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 role based in Portland, Oregon.

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.