Support Specialist

Remote Jobs; Minneapolis (MN); Remote; USD 45,000 - 55,000; Full time

Benefits offered by this job

Health Insurance (medical)

401k

Employee Discount program

Wellness program

Pet Insurance

Job summary

Winston Retail, a leading agency in the retail industry, is seeking a Support Specialist to assist the Field Talent with Winston's proprietary software via email and calls. You will onboard new users, troubleshoot issues, and contribute to documentation and testing of new features.

The role requires strong communication, independent work, and collaboration with the IT team. Remote work is available for candidates in Central or Mountain Time Zones.

Qualifications

• Must have strong written and verbal communication skills.
• Experience supporting a team in a Help Desk or Support role is preferred.
• Knowledge of iOS and Android devices.
• 2-year degree required; 4-year or advanced degree a plus.

Responsibilities

• Provide front line support to the Field Team via email and phone.
• Guide new users through onboarding processes.
• Troubleshoot issues with the Winston software and help with installations/updates.
• Create and update documentation to reduce Support volume.
• Collaborate with Information Technology to test new features and bug fixes.

Skills

Communication

Time management

Multitasking

Independence

Education

Associate degree

Tools

Help Desk software

iOS/Android devices

Job description

Job Title: Support Specialist

Department: Information Technology

Reports to: Lead Support Specialist

Location: Remote (Only candidates in Central or Mountain Time Zones will be considered)

Salary: $45,000-$55,000

Note that this range is representative of earning potential and actual pay will be based on skills, experience, and/or geographic location.

Join Our Team

Winston Retail is looking for a Support Specialist who will be responsible for supporting Field Talent on Winston's proprietary software via email, phone calls, and by creating supporting documentation. The support 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 provide assistance with 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 front line support to our Field Team from Tuesday to Saturday during Winston's operating hours of 9am ET to 6 pm PT.
• Setting up and guiding new users through onboarding processes.
• Answer phone calls/emails from the Field Team and help with installing and/or updating app, troubleshooting issues with checking in/out, downloading/submitting reports, 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.

Create and update documentation for proprietary software.

• Create supporting documentation for the software for Field Talent, clients, and internal users, with the goal of driving down calls/emails into Support.
• Documentation will cover basic usage of software, FAQs, as well as troubleshooting steps for most common issues .

Software improvements and app testing

• Through learnings discovered while working with Field Talent troubleshooting issues, provide recommendations on software improvements and new feature to Project Manager - Information Technology.
• Working with the Information Technology team to test new features and bug fixes before deployment

Support Information Technology Team on internal requests (As Needed)

• Working closely with IT, assisting the Information Team in handling requests from internal teams and processing accordingly with proprietary systems.

What Makes You a Great Fit

• Ability to work independently and be self-motivated
• Must be nimble and agile with the ability to multi-tasks and problem solve
• 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 PowerPoint
• Technologically strong with experience working in proprietary systems

Education 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
• Knowledge of iOS and Android devices
• Background in Retail a plus
• Demonstrated experience in:
  • Organization and Time Management
  • Working in a cross-functional environment

What's In It For You? (Benefits)

• Health Insurance (medical, dental, vision)
• 401k
• Employee Discount program
• Wellness program
• Pet Insurance

Who is Winston?

A leading agency in the retail industry, Winston Retail Solutions not only provides retail merchandising and demo support, but a full suite of services including creative design and marketing, client account training, project management, tailored technical resources, and top-notch client service. Our passionate, talented, and hard-working team is responsible for retail presentations for top fashion, image, and lifestyle brands. As a fun and invigorating organization, we look for employees who are energetic and ready to influence the industry by working with apparel, footwear, and accessories brands. If you're ready to jump into an exciting career in the world of retail, we're ready to work with you!

P Lease visit our site to learn more about who we are and what we do!

www.winstonretail.com

At Winston, we are ALL IN!

At Winston, we celebrate our diverse talent and unique skill sets, embracing change to grow stronger together. Our goal is to ensure every member of the Winston community feels valued, respected, and heard daily, including our applicants. As an equal opportunity employer, we consider all qualified candidates without regard to race, color, religion, gender, sexual orientation, national origin, genetics, disability, age, veteran status, or any other legally protected characteristic. We also uphold fair employment practices concerning citizenship and immigration status.