Location: Philadelphia, PA
Nitro Support Specialist
For many companies, what they do is not who they are.
Uber provides transportation, but they're not a transportation company. Amazon sells books, but they’re not a bookstore. Netflix provides entertainment, but they're not an entertainment company.
At their core, they are technology companies. They are architects of innovation - re-shaping business for the digital age.
We're built the same way.
At Power Home Remodeling, we don't wait for another company to develop technology to help homes reach their highest potential; we take charge and innovate within. The world we've created is filled with creativity and invention, and the proprietary digital platform we developed in-house rivals the digital capacity of some of the world's biggest companies.
We've created an entire world of innovation that extends far beyond the boundaries of home
remodeling, and when you step inside our walls you will know that any expectation can be met, and surpassed.
Job Responsibilities
The size and scope of our business and technology has grown and evolved exponentially over the past five years and with that, our end users have as well. This position is a result of many ongoing and upcoming technological initiatives being rolled out to the entire organization.
Candidates must be articulate and professional with highly evolved customer service skills.
Please make sure you can work the schedule as required by the position before applying.
General Responsibilities
- Support of our internally developed Ruby on Rails enterprise application
- Works with end users to identify issues and document potential resolution
- Collaborate with department managers to document new feature requests
- Coordinate with the development team for testing and deployment of new features
- Identifies, researches, and resolves technical problems
- Monitors ticket queue for high priority tickets
- Responds to telephone calls, email and personnel requests for technical support
- Documents, tracks and monitors the problem to ensure a timely resolution
- Ability to learn new processes and procedures
- Knowledge of commonly-used tech support concepts, practices, and procedures
- Ability to use problem management databases and help desk systems
Hours
Monday - Friday: 11 am - 9 pm
Saturday & Sunday on a rotating basis (7:30 am - 2:00 pm; on-call until end of business day)
Required Education and Experience
- A working knowledge of business process and work flow a plus
- Knowledge of commonly-used tech support concepts, practices, and procedures
- Ability to use problem management databases and help desk systems
- Must have excellent communication skills and ability to multitask
- An Associate's degree in Computer Science or related discipline, Bachelor's degree preferred
- At least one, but typically three years of experience in an IT role or an equivalent combination of education and work experience
- Position requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently
- Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs
- An Articulate and Professional Demeanor
- Self motivation and discipline
- Excellent organizational and interpersonal skills
- Resourceful problem solving abilities
- Highly evolved customer service skills
Salary and Benefits:
- Competitive Salary
- Full medical, dental, life and disability insurance plans that can be tailored to your specific needs and the needs of your family
- Ample paid vacation and holidays
- A competitive 401(k) retirement savings program, matched by Power
- Access to Fitness Center
- A dynamic social program filled with can’t miss events, parties, and activities, including an annual bonus in the form of a company trip to a tropical destination for you and a significant other