Support Specialist

Description

• 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 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.  

• 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

• 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 

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

Who is Winston?

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.