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Technical Support Representative

Overview

CompanyWorkWave

Salary

ExperienceAny

LocalRemote

Job Description

WorkWave is looking for a Technical Support Representative to join our Customer Care team. We are building a team of motivated, organized, energetic, and empathetic professionals with strong customer advocacy skills to help our field service clients navigate software applications. If you love to troubleshoot issues, have a natural curiosity to learn new things, and are driven to help customers, then this position is for you!

WHAT YOU’LL DO:

Answer questions and deliver support to customers with varying degrees of product knowledge and technical proficiency
Gather customer information to determine issues by evaluating and analyzing reported symptoms
Identify and escalate priority issues; directing cases to appropriate teams and resources as needed
Replicate customer-reported issues, capturing necessary information per standard processes
Accurately process and record call transactions
Offer product or workflow alternative solutions where appropriate
Organize ideas and communicate messages appropriate to listeners and situations
Proactively follow up and make scheduled call-backs to customers when necessary
Stay current with system information, changes and updates

WHAT YOU’LL BRING:

Bachelor’s degree or related experience
1-2 years of experience in accounting, customer service, or banking
Accounting experience or knowledge of a service industry software application
Experience with relational database tools – SQL knowledge
Ability to educate and explain technical or process-heavy information to non-technical end-users
Results-oriented professional consistently delivering in an evolving environment
Polished written and verbal communication skills
Creative thinking skills
Ability to work well with others to get the right answers quickly in a team-oriented environment

WHAT WOULD ALSO BE AWESOME:

Experience working with modular, integrated software applications
Experience with Microsoft Windows desktop and server operating systems and platforms
Familiarity with report design tools – Crystal Reports knowledge preferred
Knowledge of networking and network equipment

$55,000 – $58,000 a year

A GLOBAL COMPANY WITH A LOCAL PRESENCE:

We know that there are benefits of being in the office and working from home. WorkWave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired.
We have employees in over 30 states, 7 countries and many regional offices – each with their own set of perks and opportunities to give back to the local community.
Whether you work remotely or take advantage of one of our offices, you’ll find a community of WorkWavers that value diversity, and care deeply about our products, clients, our communities and each other.

LOVE WHAT YOU DO, NO MATTER WHERE YOU DO IT:

Our HQ is based at our state of the art home office in the historic Bell Works complex located in Holmdel Township, New Jersey
With everything you could find in a great downtown — from restaurants and retail to art and culture the Bell Works “Metroburb” is a microcosm of innovation, possibility, and inspiration and WorkWave is proud to be a part of it
Pharmacy, urgent care, bank, restaurants, florist, gym, dentist, outdoor patio bar and weekly farmers market all conveniently located on the first floor – making running errands on a break a breeze.
We work hard but play hard too…need a break? When in the office kick back in our common area, play a game of arcade basketball, video games in our game rooms or face off in a ping pong match

WORKING REMOTE? Great! Our teams are well versed at working collaboratively in a fully virtual environment. We keep our offices available to all to use when working remotely isn’t feasible, or to help with cross training, team building and/or brainstorming.

RELAX, WE’VE GOT YOU COVERED:

Employees can expect a robust benefits package, including health and dental and 401k with company match

AND BEYOND…

Find your perfect work/life balance with our Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
Tuition reimbursement
Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
24/7 access to virtual medical care with Teladoc
Quarterly awards based on peer nominations
Regional discounts and perks
Opportunities to participate in charitable events and give back to the community

GROW WITH US:

We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth
Encouraging our employees that already have an intimate knowledge of and passion for our products to apply for other roles within our walls just makes sense!
Our employees have access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year

JOIN OUR WINNING TEAM!

10 Time winner of Best Place to Work in New Jersey by NJBiz!
WorkWave has been recognized with multiple awards for its outstanding products, growth and culture, including the Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work Inc. Magazine
Recently named one of The Software Report’s 3rd annual list of the Top 100 Software Companies of 2022 (worldwide!)