Support Specialist

Job Title:      Support Specialist

Department: Information Management

Reports to:    Project Manager – Information Management

Location:       Remote

Status:           Full-time

Salary:           $50,000-$60,000

Position Summary: 

Reporting to the Project Manager – Information Management, the Support Specialists are responsible for supporting the Field Talent on Winston’s proprietary software via email, phone calls, and by creating supporting documentation.  The support tasks will include troubleshooting technical issues, answering questions on the use of the software, and providing clarification on Winston processes. The Support Specialists will collaborate with the Information Management Team and assist internal support on our proprietary software when needed.  Additional responsibilities will include offering suggestions to improve the software and testing new features and bug fixes. 

Key Responsibilities: 

Provide support to Field Talent 

·        Provide front line support to our Field Team using our proprietary app   

·        Setting up and guiding new Field Team users through onboarding processes  

·        Answer phone calls/emails from Field Team and help with installing and/or updating app, troubleshooting issues with checking in/out, downloading/submitting report, and other issues that the Field Team may encounter

·        Provide information and clarification on Winston processes and policies, including confirming calendars, schedule updates, invoicing, etc. 

·        Maintain logs of all calls and emails to uncover common issues and/or trends to aid in creation of documentation

·        Assist Field Team with moving visits and adding additional time to visits when needed 

·        Follow up on late reports and pending visit follow up using text and email

·        Work cross-functionally with other departments to solve problem in field in a timely manner

Software improvements and app testing 

·        Through learnings discovered while working with Field Talent troubleshooting issues, provide recommendations on software improvements and new features to Project Manager – Information Management 

·        Working with Information Management team, test new features and bug fixes before deployment  

·        Support Information Management Team on internal requests  

·        Working closely with IM, assisting the Information Management Team in handling weekend requests from internal teams and processing accordingly within proprietary systems

Required Skills and Experience: 

·        2-year degree; 4-year or advanced degree a plus. 

·        1-3 years of experience supporting a team in a Help Desk or Support role

·        Experience with Help Desk software a plus 

·        Proficiency in Excel and MS Office. 

·        Knowledge of iOS and Android devices 

·        Background in Retail a plus. 

·        Must be nimble and agile with an ability to multi-task and problem solve  

·        Ability to work independently and be self-motivated 

·        Able to work with different personalities  

·        Strong written and verbal communication skills, with a pleasant demeanor, including presenting new ideas in an organized and detailed manner  

·        Strong interpersonal skills across a wide range of experience 

·        Proficient in Microsoft Office including Outlook, Word, Excel, and Power Point   

·        Technologically strong with experience working in proprietary systems  

·        Demonstrated experience in  

         - Organization and Time Management 

         - Working in a cross-functional environment  

At Winston, we are ALL IN!

At Winston, our strength comes from an abundance of some of the most diverse talent in the market and our distinctive skill sets. We revel in our uniqueness. We welcome change that makes us stronger. Our goal is to make everyone within the Winston community know that they are valued, respected, and heard every day. This also applies to our talented applicants, and we are proud of the fact that we are an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by federal, state, or local law. Winston Retail is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Required Skills and Experience: 

·        2-year degree; 4-year or advanced degree a plus. 

·        1-3 years of experience supporting a team in a Help Desk or Support role

·        Experience with Help Desk software a plus 

·        Proficiency in Excel and MS Office. 

·        Knowledge of iOS and Android devices 

·        Background in Retail a plus. 

·        Must be nimble and agile with an ability to multi-task and problem solve  

·        Ability to work independently and be self-motivated 

·        Able to work with different personalities  

·        Strong written and verbal communication skills, with a pleasant demeanor, including presenting new ideas in an organized and detailed manner  

·        Strong interpersonal skills across a wide range of experience 

·        Proficient in Microsoft Office including Outlook, Word, Excel, and Power Point   

·        Technologically strong with experience working in proprietary systems  

·        Demonstrated experience in  

         - Organization and Time Management 

         - Working in a cross-functional environment  

At Winston, we are ALL IN!

At Winston, our strength comes from an abundance of some of the most diverse talent in the market and our distinctive skill sets. We revel in our uniqueness. We welcome change that makes us stronger. Our goal is to make everyone within the Winston community know that they are valued, respected, and heard every day. This also applies to our talented applicants, and we are proud of the fact that we are an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by federal, state, or local law. Winston Retail is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Key Responsibilities: 

Provide support to Field Talent 

·        Provide front line support to our Field Team using our proprietary app   

·        Setting up and guiding new Field Team users through onboarding processes  

·        Answer phone calls/emails from Field Team and help with installing and/or updating app, troubleshooting issues with checking in/out, downloading/submitting report, and other issues that the Field Team may encounter

·        Provide information and clarification on Winston processes and policies, including confirming calendars, schedule updates, invoicing, etc. 

·        Maintain logs of all calls and emails to uncover common issues and/or trends to aid in creation of documentation

·        Assist Field Team with moving visits and adding additional time to visits when needed 

·        Follow up on late reports and pending visit follow up using text and email

·        Work cross-functionally with other departments to solve problem in field in a timely manner

Software improvements and app testing 

·        Through learnings discovered while working with Field Talent troubleshooting issues, provide recommendations on software improvements and new features to Project Manager – Information Management 

·        Working with Information Management team, test new features and bug fixes before deployment  

·        Support Information Management Team on internal requests  

·        Working closely with IM, assisting the Information Management Team in handling weekend requests from internal teams and processing accordingly within proprietary systems