Tier 2 Technical Support

2 months ago

Rutland, United States Routeware, Inc. Full time

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.


Routeware 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.


This role will be dedicated to Casella Waste, a Routeware customer headquartered in Rutland, Vermont. This role will be an onsite position that will consist of initial product training at Routeware’s headquarters in Portland, OR. It is expected that this individual learn all the Routeware technology stacks that are utilized by Casella and be able to support all it’s divisions within the US.


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.


We are currently seeking a dynamic, adaptable individual to join our software support team. The successful candidate will serve as the dedicated Tier 2 support agent for Casella Waste (headquartered in Rutland, VT), responsible for managing the Routeware Tier 2 support queue and resolving complex issues before escalating them to Routeware technical operations, product, or development teams.


Key Responsibilities:

Routing Software Support:

  • Provide expert-level support for routing software, diagnosing and resolving complex routing issues.
  • Monitor and optimize routing infrastructure for performance and uptime.
  • Collaborate with software developers and network engineers for software updates and enhancements.


Tablet Configuration:

  • Troubleshoot tablet-related issues, including connectivity, application compatibility, and performance.
  • Conduct end-user training on tablet usage and best practices.


Technical Documentation:

  • Create and maintain technical documentation, including routing configurations, tablet setup guides, and wiring schematics.
  • Manage an inventory of routing equipment, tablets, and wiring components.


Collaboration and Escalation:

  • Collaborate with Tier 1 support to guide and resolve escalated technical issues.
  • Work closely with cross-functional teams, including network engineers, system administrators, and hardware technicians, to address complex problems.


Continuous Improvement:

  • Stay updated on industry trends and best practices related to routing software, tablet technology, and wiring infrastructure.
  • Recommend and implement improvements to enhance system performance, reliability, and security.


Required Qualifications:

  • Professional written and verbal communication skills.
  • Strong problem-solving skills and attentive listening.
  • Ability to manage multiple concurrent projects/tasks with minimal supervision.
  • Business experience in accounting, billing, payables/receivables, financial reporting, or customer service for an enterprise software company is preferred.
  • Proficiency with Crystal Reports (or equivalent custom reporting tool) and Microsoft SQL is desirable.


Preferred Qualifications:

  • Experience in data conversions.
  • Familiarity with Microsoft server operating systems/applications.
  • Proficiency with SQL procedures and views.
  • Willingness and ability to travel nationally.


Benefits:

  • Comprehensive benefits package, including medical with HSA option, vision, dental, and life insurance.
  • Paid parental leave.
  • Medical and Dependent FSA.
  • 401K match.
  • Unlimited PTO.
  • Ten company holidays.
  • One Volunteer day.
  • Summer Fridays.


Note: This is a full-time position based in Rutland, VT.

Routeware is an Equal Opportunity Employer that strictly prohibits all forms of discrimination or harassment. We are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications. We do not discriminate on the basis of 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 applicable laws or regulations.

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