Technical Support Specialist

We’re seeking driven, energetic, and customer-focused Technical Support Specialists who are passionate about technology and continuous learning. The ideal candidate has a strong interest in computer hardware, software, and cloud-based systems, along with a knack for improving processes and solving problems efficiently. You should be an excellent communicator, detail-oriented, and highly organized—someone who thrives in a fast-paced environment and approaches every challenge with a positive, can-do attitude.

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RESPONSIBILITIES

• Handle support requests from customers via inbound tickets, calls, and internal escalations
• Take ownership of customer issues reported and see issues through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve software and hardware issues
• Appropriately escalate unresolved issues to the appropriate internal teams
• Prioritize and manage multiple tasks and customer relationships concurrently
• Create and contribute to user documentation and support knowledge base, building scale and efficiency into Routeware’s support function
• In some instances, be available to support after-hours on a rotating schedule

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QUALIFICATIONS

• Technically strong, with the ability to learn new tools and systems quickly
• Data-minded, able to interpret and apply insights to drive better decisions
• Naturally curious and eager to understand how things work
• Creative thinkers who approach challenges with innovation and adaptability
• Self-motivated with a strong sense of ownership and follow-through
• Well-spoken and confident communicators, both verbally and in writing

NICE TO HAVE

• Background in or passion for the waste and recycling industry
• Comfort with Excel, data visualization, or reporting tools
• Familiarity with ticketing systems such as Zendesk and JIRA
• Knowledge of networking concepts (IP addresses, connectivity, VPNs, etc.)