Experienced Software Support Analyst - Technical Customer Service & API Adoption Specialist - Remote Work Opportunity
Join the Workwarp Team as a Software Support Analyst and Unlock Your Potential
Are you a tech-savvy individual with a passion for delivering exceptional customer service? Do you have experience working with REST APIs, JSON, and XML formats? Look no further! Workwarp is seeking a highly skilled Software Support Analyst to join our team on a remote basis. As a key member of our support team, you will play a critical role in ensuring seamless API adoption and providing top-notch technical customer service to our internal and external guests.
About Workwarp and Our Industry
At Workwarp, we are dedicated to revolutionizing the way businesses interact with technology. Our innovative solutions and cutting-edge tools empower companies to streamline their operations, enhance customer experiences, and drive growth. As a Software Support Analyst, you will be an integral part of our mission to deliver exceptional technical support and API adoption services to our clients.
Key Responsibilities:
- Technical Customer Service: Provide timely and effective technical support to internal and external guests via various channels, including phone, email, and chat.
- API Adoption: Own and handle customer requests regarding API adoption using ServiceNow, Jira, and other tools to process requests from initiation to completion.
- Production Support: Offer production support when needed, ensuring minimal downtime and optimal system performance.
- Problem-Solving: Utilize analytical and problem-solving skills to resolve complex technical issues, and adapt to changing priorities and deadlines.
- Collaboration: Work independently with minimal direction and collaborate with cross-functional teams, including stakeholders across various levels.
- Continuous Improvement: Partner with key stakeholders to continuously improve adoption materials and system touchpoints.
- Special Projects: Assist with special projects and perform other general duties as needed.
Essential Qualifications:
- Education: Bachelor's Degree in a related field (BA/BS).
- Experience: 3-5 years of technology-related experience, specifically with REST APIs, JSON, and XML formats.
- Technical Skills: Familiarity with MS Office programs/Office 365, including Word, PowerPoint, Planner, Excel, SharePoint, Teams, Forms, etc.
- Communication Skills: Outstanding communication skills, including reading, writing, and speaking English; presenting; and fully comprehending requests, memos, proposals, and general correspondence.
- Time Management: Ability to use time management skills to complete tasks timely and meet required deadlines.
- Analytical Skills: Strong analytical and problem-solving skills, with the ability to adapt to changing priorities and deadlines.
Preferred Qualifications:
- Hospitality Experience: Experience in the hospitality industry, including Global Distribution Systems and/or Online Travel Agencies.
- Postman Experience: Familiarity with Postman.
- Splunk Experience: Experience with Splunk, and (optional) Datadog, along with the ability to efficiently gather, analyze, and derive insights from log data.
What We Offer:
- Competitive Salary: A competitive salary package.
- Remote Work Opportunity: The chance to work remotely and enjoy a flexible work environment.
- Career Growth Opportunities: Opportunities for professional growth and development within the company.
- Learning Benefits: Access to training and learning resources to enhance your skills and knowledge.
- Up to 5% Travel: The possibility of up to 5% travel for work-related purposes.
Work Environment and Company Culture:
At Workwarp, we pride ourselves on a dynamic and supportive work environment that encourages collaboration, creativity, and innovation. Our team is comprised of passionate individuals who share a common goal of delivering exceptional technical support and API adoption services. We value a great attitude and a willingness to learn above all, and we are committed to providing a positive and inclusive work culture.
How to Apply:
If you are a motivated and tech-savvy individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application today, and don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all.
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