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 Austin, TX, 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

As a Tier 1 Technical Support Specialist, you'll be the first point of contact for our customers and an integral part of a dynamic, close-knit support team. You'll own customer issues from first contact through to resolution, troubleshooting software and hardware problems across our product suite and escalating to specialist teams where needed.

This is a customer-facing role: you'll interact directly with customers by phone and email every day, so confidence, empathy, and clear communication are just as important as your technical troubleshooting skills.

RESPONSIBILITIES & DUTIES

• Act as the first point of contact for customer support calls and tickets, managing your queue effectively
• Take ownership of reported issues and see them through to resolution
• Research, diagnose, and troubleshoot software and hardware issues, identifying and implementing solutions
• Escalate unresolved or complex issues to the appropriate internal teams with clear, well-documented handovers
• Prioritise and manage multiple tasks and competing demands at once
• Create and contribute to user documentation and the internal knowledge base
• Carry out device configuration and preparation
• Collaborate across multiple projects and communicate effectively with customers, vendors, and internal stakeholders
• Adapt to change, delays, and unexpected events with a calm, solutions-focused approach
• Participate in an after-hours support rota on a rotating schedule
• Perform other related duties as assigned

QUALIFICATIONS

• Proven experience in a customer-facing technical support or helpdesk role
• Strong troubleshooting and analytical skills, with a methodical approach to problem-solving
• Excellent written and verbal communication skills
• Experience with Android and Windows operating systems
• Ability to prioritise and stay organised in a fast-paced environment

DESIRED

• Experience with SQL and basic SQL Server administration
• Experience with Salesforce and/or Zendesk (or similar CRM/ticketing platforms)
• Experience with device management (MDM) tools
• Familiarity with the waste, recycling, fleet, or logistics industries

BENEFITS

• 25 days' holiday, plus 8 public holidays and 2 floating holidays
• Sick pay
• Company Health Benefits
• Contributory pension scheme
• Fully remote working (UK-based)
  
  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.