Technical Support Specialist

About Routeware, Inc.

Routeware is the industry leader in providing software and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations save time and money, increase efficiency, improve safety and help make our world a greener place.

Based in Portland, Oregon, the company employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one platform 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.

Our Mission:

• Transform waste collection to drive a better future for generations to come.

Our Values:

• Adaptability - The waste industry and technology are ever-changing, and the Routeware team never stops adapting to be at the forefront of technology innovation, supporting our customers to stay ahead.
• Mission-driven - At Routeware, it matters to us that our work has a lasting positive impact on our customers' outcomes, our fellow team members' well-being, and the long-term sustainability of our environment.
• Human-first - While technology drives our products; the real, live, caring people at Routeware are the true drivers of meaningful outcomes for our customers.

POSITION OVERVIEW

We’re seeking driven, energetic, and customer-focused Technical Support Specialists who are passionate about technology and continuous learning. The ideal candidate has a strong interest in computer hardware, software, and cloud-based systems, along with a knack for improving processes and solving problems efficiently. You should be an excellent communicator, detail-oriented, and highly organized—someone who thrives in a fast-paced environment and approaches every challenge with a positive, can-do attitude.

RESPONSIBILITIES

• Handle support requests from customers via inbound tickets, calls, and internal escalations
• Take ownership of customer issues reported and see issues through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve software and hardware issues
• Appropriately escalate unresolved issues to the appropriate internal teams
• Prioritize and manage multiple tasks and customer relationships concurrently
• Create and contribute to user documentation and support knowledge base, building scale and efficiency into Routeware’s support function
• In some instances, be available to support after-hours on a rotating schedule

QUALIFICATIONS

• Technically strong, with the ability to learn new tools and systems quickly
• Data-minded, able to interpret and apply insights to drive better decisions
• Naturally curious and eager to understand how things work
• Creative thinkers who approach challenges with innovation and adaptability
• Self-motivated with a strong sense of ownership and follow-through
• Well-spoken and confident communicators, both verbally and in writing

NICE TO HAVE

• Background in or passion for the waste and recycling industry
• Comfort with Excel, data visualization, or reporting tools
• Familiarity with ticketing systems such as Zendesk and JIRA
• Knowledge of networking concepts (IP addresses, connectivity, VPNs, etc.)

BENEFITS

• Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
• Paid parental leave
• Medical and Dependent FSA
• 401K match
• Unlimited PTO
• Ten company holidays
• 1 Volunteer day
• Summer Friday's
  Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to 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 the laws or regulations in the locations where we operate.