Description
Are you looking to advance a career in customer, service, and support? Do you have a knack for helping people and an eagerness to problem-solve? Want to be a member of a high-performing customer support center environment? Good news! 1WorldSync is looking for a Technical Support Specialist to join our team in Chicago, IL. 1WorldSync is the industry leader in product content management. With approximately 550 employees across the US, Brazil, Canada, Germany, Portugal, Switzerland, and the UK, we’re seeking a Technical Support Specialist to support our growing global team.Reporting directly to our Technical Support Manager, the Technical Support Specialist will perform first level technical support services for all technology-based commercial services (customer facing solutions).
This role will be responding directly to support queries from customers. The team follows a standardized approach to understand the needs of the customer and recommend the proper utilization of the best 1WorldSync solution or capability based on those needs. Using a step-by-step process, this role will guide the customer through problem resolution and/or functional training as appropriate. As a Technical Support Specialist at 1WorldSync, responsibilities include the following:
- Ensure service is provided in accordance with 1WorldSync Service Desk Operating Procedures and adheres to defined Service Level Agreements
- Actively seek to understand the customer’s needs and/or the root cause of the current inbound request
- Lead "voice of client" communication process with Product Management, to define requirements for product improvements and new features to grow and scale the business
- Manage inbound requests from customers
- Resolve assigned customer inbound requests within established service levels and balancing workload
- Monitor, balance, and help to resolve functional escalations from agents in partner locations
- Actively participate in the 1WorldSync Customer Community
- Continuously strive to become subject matter expert in all 1WorldSync customer facing applications and internal service desk tools and technologies
- Own and drive both external client projects and internal projects to improve how we work including client upgrades, internal tools, and documentation
- Perform quality assurance management and testing for clients
- Follow established protocols to escalate appropriate requests to more advanced functions within the service model
- Provide after-hours support for priority incidents as needed
Required Skills and Experience:
- Bachelor’s degree or practical equivalent experience
- 1+ years working in a client-facing technology role
- 1+ years of experience in a call center environment or equivalent is required
Desired Skills and Experience:
- Proven problem solving skills and ability to communicate technical concepts to both technical and non-technical coworkers and clients
- Proven ability to analyze data sets for both issue resolution and optimization
- HTML, JavaScript, XML, CSS, and SQL knowledge a plus
- Solid teamwork qualities and ability to work effectively in a matrix environment
- Excellent technology problem-solving skills
- Demonstrates 1WorldSync Core Values (Teamwork, Continuous Improvement, Humility, Integrity) in Action
Compensation:
- $25.48 - $27.40 per hour base salary, depending on experience.
- This is a full-time, non-exempt position.
- This role is eligible for an annual discretionary corporate bonus.
- Candidates can expect salary offers that range from the minimum to the midpoint of the salary range.
- 1WorldSync provides full pay ranges so candidates can consider their growth potential.
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:
- This is a hybrid position that requires 3 days per week at our Chicago headquarters location.
- This role requires the candidate to have the authority to work in, and be located in the US.
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].
Life at 1WorldSync
Thrive Here & What We ValueHealth-care provision | 28 days paid vacation, as well as public holidays, and volunteer time off | Summer and Winter salary payment | Daily meal allowance per day of effective work | Employee assistance program, including health and wellbeing support</s> | Collaborative work environment | Opportunities for professional growth and development | Flexible work schedule options | Recognition for outstanding performance</s> | Collaborative software development team | Growing global team | Promoting high-quality code through mentoring and leadership abilities | Emphasis on modern technology to solve business challenges | Comprehensive health benefits package | Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and parental bonding leave</s> | 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. | This role requires up to 25% travel.</s> | Humility | Integrity | Teamwork | Continuous Improvement</s> | 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. | 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].</s> | 1. Equal Opportunity Employer | 2. Commitment to Providing an Environment Free from Discrimination and Harassment | 3. Business Needs, Job Requirements, and Individual QualificationsBased Employment Decisions</s> | 4. Focus on digital transformation and increasing efficiency in different processes</s> | Collaborative Environment | Growth-Oriented Environment | Focus on Customer Partnership</s> | Dynamic and Innovative Organization committed to fostering a positive and inclusive work environment | Empowering employees to thrive both personally and professionally</s> | 2. Committed to providing employees and candidates with an environment free from discrimination and harassment. | 3. Business needs, job requirements, and individual qualifications are the basis for all employment decisions at Simplus a 1WorldSync.</s> | Innovative SaaS company in the product content information space | Collaborative team environments</s> | 1WorldSync is the industry leader in product content management. | Approximately 550 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK. | Seeking an Account Executive, EMEA South to support our growing global team. | Reporting directly to our Manager Sales, EMEA South, the Account Executive, EMEA South will play a key role in hunting, finding and winning new accounts for 1WorldSync.</s> | Inclusive culture: values diversity and committed to creating an inclusive workplace for all employees | Professional development: supports continuous learning and offers opportunities for self-development and professional/personal growth | Work-life balance: understands the importance of work-life balance and offers remote working options | Supportive environment: provides a supportive environment that empowers employees to succeed and make a difference | Benefits: base salary + compensation plan, generous holiday policy, private medical insurance, employee assistance program, contributory workplace pension plan, four time base annual salary life assurance, long term ill-health income protection</s> | Flexible working hours incl. remote work | Interesting and diverse tasks | Close cooperation with international colleagues and customers | Good development opportunities | Attractive salary combined with extensive additional benefits, such as subsidy for the job ticket, discounted Urban Sports Club membership, a job bike, free language courses, company health management, sports offers, free snacks and a company pension plan</s> | Professional development opportunities | Work-life balance options | Health-care provision provided | Inclusive Culture: We value diversity and are committed to creating an inclusive workplace for all employees | Professional Development: We support continuous learning and offer opportunities for self-development and professional/personal growth | Work-Life Balance: We understand the importance of work-life balance and offer remote working options | Supportive Environment: We provide a supportive environment that empowers employees to succeed and make a difference</s> | 1WorldSync is committed to providing employees and applicants with an environment free of discrimination and harassment. | Approximately 600 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK. | 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.</s> | Incredible health benefits (FSA and HSA options), with dental and vision coverage.401(k) plan with employer match. | Short and long-term disability and life insurance. | Note: This job description is not exhaustive and may be updated or modified at any time without prior notice.</s> | 1. Simplus a 1WorldSync is an equal opportunity employer and is committed to providing employees and candidates with an environment free from discrimination and harassment. | 2. All employment decisions at Simplus a 1WorldSync are based on business needs, job requirements, and individual qualifications. | 3. All qualified applicants will receive consideration for employment, regardless of race, color, age, religion, sex, gender identity, sexual orientation, nationality, family or parental status, veteran or disability or any other status protected by laws or regulations in the locations where we act.</s> | 1WorldSync is an Equal Opportunity Employer committed to providing employees and applicants with an environment free of discrimination and harassment. | Embracing new technologies | Team-oriented culture | Collaboration | Self-direction | Value collaboration, self-direction, and continuous improvement | Learn from experiences to always improve and celebrate successes.</s> | 1. Focus on customer experience as a philosophy that guides the entire company | 2. Constant learning and innovation in daily operations | 3. Proactive approach to challenges | 4. Teamwork and collaboration | 5. Continuous improvement through feedback and documentation of lessons learned</s> | 1. Equal opportunity employer committed to providing employees and candidates with an environment free from discrimination and harassment. | 2. Fosters business between industries and retailers across South America. | 3. Connects industries and retailers across the country with product information and images to meet the demands of digital transformation and increase efficiency in different processes.</s> | Lead by example in maintaining 1WorldSync as one of the best places to work in the tech industry. | Foster team engagement in our hybrid work format (3 days in the Chicago office). | Provide full pay ranges so candidates can consider their growth potential. | Additional optional benefits, including a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, long term care and whole life insurance, identity theft prevention, tuition reimbursement, and pet insurance. This is a hybrid position that requires 3 days per week at our Chicago headquarters location. This role requires the candidate to have the authority to work in, and be located in the US. This position requires up to 10% travel.</s> | This position requires up to 50% travel. Travel may be required to potential new customer sites for diagnosis, design, and delivery workshops, planning, and execution of Statement of Work. | Our corporate headquarters is located in Chicago, and local candidates may be asked to visit the office on a hybrid schedule, but this role could also 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. | 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.</s> | This position requires up to 25% travel. Travel may be required to potential new customer sites for diagnosis, design, and delivery workshops, planning, and execution of Statement of Work. | 1WorldSync provides full pay ranges so candidates can consider their growth potential.</s> | Full pay ranges for candidates to consider their growth potential | Comprehensive health benefits, including 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 parental bonding leave | 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.</s> | Flexible working hours, including mobile working | Interesting and varied tasks | Extensive additional benefits</s>
