Support Specialist

**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 support to Field Talent** 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 comm