Company Overview
GravyWork is at the vanguard of the gig economy within the hospitality sector, transforming how individuals access temporary work opportunities. We prioritize flexibility, empowerment, and innovation, making us the go-to platform for a myriad of businesses seeking efficient and reliable staffing solutions.
Job Description
GravyWork is seeking a dedicated Technical Support Specialist to be an integral part of our product team. This role is pivotal in ensuring that our user base and internal teams benefit from top-tier technical support and service. Your role will help keep our apps stable, user-friendly, and enhance the experience for our workers and clients. We are looking for a team member with a bias for action, strong sense of ownership, and empathy for our workers. If you are technically adept, have an enthusiasm for problem-solving, and are driven by customer satisfaction, we invite you to join our mission.
What You'll Do
- Customer Support: Efficiently address user concerns with technical expertise and care, empowering them to navigate our platform seamlessly.
- Business Analysis: Develop and utilize data visualizations to support data-driven decision-making, perform detailed analysis to identify trends and insights, and present findings to stakeholders to drive business improvements.
- Problem Solving: Diagnose technical glitches and provide practical step-by-step solutions, ensuring uninterrupted platform usability.
- Feedback Integration: Harness user feedback, surveys, and analytics to fine-tune support approaches and guarantee user satisfaction.
- Collaboration: Forge close partnerships with internal teams like Sales, Engineering, and Product, relaying feedback and consistently boosting our service quality.
- Continuous Learning: Stay current with the latest app development and web technologies, ensuring you're ready to tackle emerging challenges and tech trends effectively.
Responsibilities
UAT Testing: Join our team for User Acceptance Testing to ensure our releases are top-notch in quality and user-friendliness.
Jira Product Ticket Management: Help efficiently address product ticket requests, keeping our platform user-friendly and smooth.
App Support: Guide users through any hiccups they face during onboarding or regular use, providing a helping hand.
User Account Management: Assist in overseeing user accounts for a seamless experience that users will love.
Software Development and Bug Fixing: You may handle tasks involving software features and bug fixes for our worker mobile app (React Native), client app (React), and backend systems (Ruby on Rails and/or NestJS). Craft neat, effective code, test rigorously, and collaborate with the team to bring new features and fixes to life.
Reporting and Analysis: Craft SQL queries, maintain analytics reports, and uncover insights to enhance our app's performance using Metabase.
Requirements Analysis: Collaborate with the product team to align user needs and platform goals.
Requirements and Qualifications
- Bachelor’s Degree in computer science, engineering, or a related field.
- Proficiency in both English and Spanish, with excellent communication skills.
- 1-5 years of experience in a technical role, although new graduates with strong technical acumen are encouraged to apply.
- Familiarity with JavaScript and SQL programming languages.
- Ability to perform UAT (User Acceptance Testing) to validate fixes and features released by the development team.
- Provide technical support with great customer service to applicants and workers who require assistance with application-related issues and may not be tech savvy
- Swiftly triage and manage product ticket requests submitted by fellow GravyWork teams
Join us at GravyWork, where every challenge is an opportunity for growth. If you're enthusiastic about technology, driven by customer satisfaction, and ready to make an impact, we're eager to hear from you.
Note: This position is based in Falls Church, VA and does not offer remote work options.
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Compensation package:
Experience level:
- 1 year
- 2 years
- 3 years
- 4 years
- 5 years
Schedule:
- 8 hour shift
- Day shift
- Weekends as needed
Ability to commute/relocate:
- Falls Church, VA 22043: Reliably commute or planning to relocate before starting work (Required)
Experience:
Work Location: In person