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Company

1WorldSync · 4 hours ago

Technical Support Specialist

United States

Full-time

Remote

Entry Level

1+ years exp

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IT Services and IT Consulting

No H1B

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Responsibilities

Ensure service is provided in accordance with 1WorldSync Service Desk Operating Procedures and adheres to defined Service Level Agreements

Actively seek to understand the customer’s needs and/or the root cause of the current inbound request

Lead "voice of client" communication process with Product Management, to define requirements for product improvements and new features to grow and scale the business

Manage inbound requests from customers.

Resolve assigned customer inbound requests within established service levels and balancing workload

Monitor, balance, and help to resolve functional escalations from agents in partner locations.

Actively participate in the 1WorldSync Customer Community

Continuously strive to become subject matter expert in all 1WorldSync customer facing applications and internal service desk tools and technologies.

Own and drive both external client projects and internal projects to improve how we work including client upgrades, internal tools, and documentation

Perform quality assurance management and testing for clients

Follow established protocols to escalate appropriate requests to more advanced functions within the service model.

Provide after-hours support for priority incidents as needed

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Client-facing technology experienceCall center experienceData analysisHTMLJavaScriptXMLCSSSQLTechnology problem-solving

Required

Bachelor’s degree or practical equivalent experience

1+ years working in a client-facing technology role

1+ years of experience in a call center environment or equivalent is required.

Preferred

Proven problem solving skills and ability to communicate technical concepts to both technical and non-technical coworkers and clients

Proven ability to analyze data sets for both issue resolution and optimization

HTML, JavaScript, XML, CSS, and SQL knowledge a plus

Solid teamwork qualities and ability to work effectively in a matrix environment.

Excellent technology problem-solving skills.

Demonstrates 1WorldSync Core Values (Teamwork, Continuous Improvement, Humility, Integrity) in Action

Benefits

Incredible health benefits (FSA and HSA options), with dental and vision coverage.

401(k) plan with employer match.

Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave.

Short and long term disability and life insurance.

Additional optional benefits, including a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, identity theft prevention, tuition reimbursement, and pet insurance.