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Technical Support Specialist

2 months ago

Rutland, Vermont, United States Routeware, Inc. Full time
About Routeware, Inc.

Routeware, Inc. is a leading provider of SAAS software solutions, integrated technologies, and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs.

Job Summary

We are seeking a dynamic and adaptable individual to join our software support team as a dedicated Tier 2 support agent for Casella Waste, headquartered in Rutland, VT. The successful candidate will be 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, monitoring and optimizing routing infrastructure for performance and uptime, and collaborating 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, and manage an inventory of routing equipment, tablets, and wiring components.
  • Technical Documentation: Create and maintain technical documentation, including routing configurations, tablet setup guides, and wiring schematics.
  • 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.
Requirements:
  • 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.
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.

Routeware, Inc. 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.