Technical Support Specialist

4 weeks ago

New York, United States Rowan Full time

Rowan’s Technical Support Specialist, reporting to the CTO, will provide support to a variety of end users with different technical

backgrounds, ranging from novice to advanced. Serve as the main point of contact within the Technology team to resolve

frontline issues. Troubleshoot, analyze, and resolve technical issues for onsite, remote, and retail store associates while

providing an outstanding positive internal customer experience. 


The ideal Technical Support Specialist will be highly motivated and will have practical experience supporting Google Workspace, cloud-based software solutions, Shopify e-commerce platform services, third party IT solution providers, PC and MAC hardware, IT

security knowledge, and providing Tier 1 technical support. They will be knowledgeable, friendly, courteous, and willing to

work as part of a distributed team.

What you'll do:

  • Translate technical knowledge to users with a broad range of experience/expertise levels.
  • Provide issue resolution to user inquiries and service requests via multiple communication channels, including email, slack, zoom, and ticketing system in a timely and efficient manner.
  • Perform day-to-day operation, maintenance, analysis, and troubleshooting; act as a Tier 1 technical support.
  • Liaise between internal users, external resources, and technical partners to support information technology services across the organization.
  • Assist users with account management tasks, including password resets, access provisioning, permissions management, and other general technical issues promptly.
  • Provide guidance and training to users on basic technical tasks and best practices to enhance their overall IT literacy and self-sufficiency.
  • Support new user onboarding, access management, device procurement and provisioning, and assisting with offboarding.
  • Handle complex issues and escalations independently, pulling in the other teams as needed.
  • Prior experience supporting ERP systems preferred (NetSuite). 
  • Assist with the development of support documentation for end user audiences.
  • Offer project support were necessary and approved by CTO.

What you bring to the table:

  • Bachelor's degree in Computer Science, Information Technology, or a related field (preferred) or equivalent work experience.
  • 1-2 years’ experience in a Help Desk or technical support role
  • Experience providing technical assistance for Google Workspace (GWS).
  • Experience working with IT support ticketing systems such as Asana.
  • ERP systems experience desirable (NetSuite preferred)
  • E-commerce platform experience desirable (Shopify preferred)
  • Experience with Business Intelligence reporting platforms, such as Tableau or PowerBI, preferred.
  • Positive attitude and willingness to assist wherever needed. 
  • Strong technical, analytical, and critical thinking skills.
  • Strong documentation, organizational, written and communication skills.
  • Comfortable with ambiguity as we are building an environment of growth and change.
  • Passionate about exploring new technologies.
  • Must have a customer service attitude; to develop strong relationships with internal and external customers.
  • Ability to work in an entrepreneurial, fast-paced environment while being adaptable to change.

Full-Time Benefits and Perks:

  • Medical/Dental/Vision Health Plans
  • Long-term Disability
  • Life Insurance
  • 401k and Roth IRA Plans
  • Paid Parental Leave
  • Open PTO policy
  • Employee discounts on our amazing products

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