EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Description
Location:
100% remote, with occasional travel for certification and optional travel for team-building and/or growth opportunities. The applicant must be a U.S. citizen and a resident of Ohio, Texas, Kansas, or Missouri.
Values:
Note that we have a specific culture that we are very passionate about.
WillCo Tech - A Culture of Compassion
At WillCo Tech, we are serious about our Core Values:
- Win Together
- Gets It Done Right
- Constant Improvement
In order to lead with our core values, we are dedicated to our culture. Empathy, kindness, compassion and adaptivity are foundational values. We take care of each other and celebrate individuality, lead with respect, and celebrate our successes - both professional and personal. Our humility leads us in our teamwork, paving the way for perseverance, agility and innovation - making each of us supportive solutionists. In doing this, we will always win - together.
About the role:
Reporting to the Service Desk Lead, the position of Product Support Specialist - Tier I is responsible for performing a variety of Help Desk support tasks as well as assisting the Service Desk Lead.
Core job responsibilities:
- Provide day-to-day Help Desk support for clients and their end users.
- 24-48 hour issue resolution, 4 hours to first response
- Support coverage via phone and email (Jira Service Management)
- Field incoming calls, emails and tickets from end users. Create tickets and set expectations as needed.
- Assist with troubleshooting complex technical issues both internal and client facing
- User Feedback/Processing/Voice of User - This includes notifying the delivery team of recurring issues for end users and processing end user feedback.
- All other job duties as assigned
Minimum qualifications:
- Ability to troubleshoot problems
- Good verbal and written communication skills with customers, both internal and external
- Ability to quickly learn new software and applications
- Good organizational skills and attention to detail
- Good time management skills
- Ability to adhere to all corporate policies and procedures
- Ability to learn quickly and work both independently and in a team setting
- Reliable and dependable network connectivity
Required Training:
- Training resources will be provided by WillCo Tech
- All training must be completed within 6 months of hire date
Position Requirements
Full-Time/Part-Time Part-Time
Position Product Support Specialist
Exempt/Non-Exempt Non-Exempt
