Support Specialist

Note that this range is representative of earning potential and actual pay will be based on skills, experience, and/or geographic location.

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.

• 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.

• 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

• Working closely with IT, assisting the Information Team in handling requests from internal teams and processing accordingly with proprietary systems.

• 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 Power Point
• 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

A leading agency in the retail industry, Winston Retail Solutions not only provides retail merchandising and demo…