Technical Support Specialist

Description

Are you a support professional with a broad range of experience looking to make a move to an innovative, forward-thinking tech company? Do you enjoy solving problems and coming up with clever methods for customers to reach their goals? Good news! 1WorldSync is looking for a Technical Support Specialist to join our team at our Dayton, OH office, or remotely.

1WorldSync is the industry leader in product content management. With 400 employees across the US, Brazil, Canada, France, Portugal, Switzerland, and the UK, we're seeking a Technical Support Specialist to support our growing global team.

Reporting directly to the Technical Support Manager, the Technical Support Specialist will provide assistance fielding technical questions that arise supporting 1WS Content Solutions products. Customer Support also works closely with Sales during the pre-sale process by acting as a product expert, generating required reports, and working closely with other departments to solve technical issues.

As a Technical Support Specialist at 1WorldSync, responsibilities include the following:

• Research and answer technical questions related to the products provided by 1WS Content Solutions
• Field incoming customer inquiries via phone call, e-mail and web form.
• Participate in calls and meetings, both internal and with customers acting as a technical product expert
• Analyze customer usage to identify potential opportunities, as well as potential red flags
• Work directly with customers on integrating Content Solutions products and tools
• Work closely with internal teams (Engineering, Product Management, Production) to answer questions and solve complex technical problems.
• Provide customer facing training sessions, both live as well as web based covering services.
• Generate and update customer facing documentation designed to improve a customer's ability to self serve.
• Key Projects:
• Support ChannelOnline (channelonline.com), and thereby assist customers to efficiently manage quoting/sales orders, e-commerce, and procurement all from one web-based application.
• Take part in the rollout of new features to increase the efficiency of managing business for our customers (overcoming our competitors in this same market).
• Conduct customer training sessions, manage help center content and internal support materials.

Required Skills and Experience:

• 3+ years of technical support experience

Desired Skills and Experience:

• Proven experience with problem-solving, decision-making, and multi-tasking.
• Strong knowledge of Microsoft Word, Excel, PowerPoint, text editors, FTP Clients
• Ability to learn new products and technologies
• Ability to analyze and solve technical issues by researching potential solutions using troubleshooting skills
• XML, HTML/CSS experience
• Atlassian products: Confluence and Jira Service Desk

Benefits:

• Incredible health benefits (FSA and HSA options), with dental and vision coverage.
• 401(k) plan with employer match.
• Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave.
• Short and long term disability and life insurance.
• Additional optional benefits, including a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, identity theft prevention, tuition reimbursement, and pet insurance.

Additional Details:

• If you are located in Dayton, OH, this will be a hybrid position that requires 3 days per week in the office.
• If you are not located near our offices, this role may be remote in any of the following states: AL, AZ, AR, CA, CO, FL, ID, IL, IN, MA, MI, MN, MO, NJ, NM, NY, NC, OH, PA, RI, SC, TN, TX, UT, WA, WI.
• This role requires the candidate to have the authority to work in, and be located in the US.
• This position requires up to 15% travel.

1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment. All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.

Americans with Disabilities Act (ADA)

1WorldSync will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at [email protected].