We’re excited you are considering joining our Worldgate team! We are proud to have been named to Inc. 5000’s list two years in a row for being one of the fastest growing and expanding private companies in the United States. We have created an amazing culture defined by our mission, values and The Worldgate WAY. Our employee surveys just earned us a spot on The Washington Post’s Best Places to Work in 2022. To learn more about our company, please visit www.worldgatellc.com

Summary:

The Hardware Technical Service Support Specialist will be responsible for responding to calls through an established hotline and troubleshooting Time Clock Hardware. This position will also travel to customer sites throughout the city of Philadelphia to address and correct time clock hardware issues.

A key component to this role is to provide the highest level of customer service to the client user community, while attempting to achieve first call resolution.

Essential Functions / Responsibilities:

· Troubleshoot hardware issues via hotline calls and travel to customer sites for hardware repairs as needed.

· Liaison with Client leaders, Building Management and Site Security staff to ensure that the operation is running effectively and ensure any concerns that arise are being addressed in a coordinated manner.

· Liaison with the Worldgate Management and keep them informed on aspects of the operation as well as report any issues that may need to be addressed.

· Provide customer support and technical assistance to client end-users on Time Clocks.

· Resolve or escalate issues, while communicating the resolution process and timelines to end-users.

· Log, escalate, and report issues to Client leadership.

· Provide excellent customer service by providing helpful, accurate and concise information to client end-user issues in a polite, patient and professional manner.

· Responsible to understand Worldgate’s values and behaviors (The Worldgate Way)

· Ensure that my daily interactions with Worldgate internal and external parties align to Worldgate’s values and behaviors

Key Competencies:

· Customer/Client Focus

· Technical Capacity

· Communication

Education, Experience and Certifications:

· High School Diploma

· 1 Years of IT support experience and/or customer service experience

Specific Knowledge, Skills & Abilities:

· Strong communication and customer services skills

· Strong hardware troubleshooting skills and critical thinking skills

· UKG Time Clock repair experience a plus

· Punctual and dependable

· Ability to communicate in a positive, patient and professional manner

· Will require travel within the City of Philadelphia to repair onsite

· Proficiency in basic computer skills - word processing software, spreadsheet software, presentation software, CRM software, Adobe software, email management, digital calendars, and video conferencing

We look forward to having a conversation with you about joining the Worldgate team.

Worldgate LLC provides equal employment opportunities to all employees and applicants for employment, without regard to race, color, age, creed, religion, sex, sexual orientation, ancestry, national origin, disability, pregnancy, marital status, or gender identity.

Job Type: Full-time

Pay: $26.00 - $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Education:

• Associate (Required)

Experience:

• Customer service: 2 years (Required)
• UKG Time Clock Repair: 1 year (Preferred)
• IT support: 2 years (Preferred)
• Time Clock troubleshooting: 2 years (Required)

Ability to Commute:

• Philadelphia, PA 19130 (Required)

Work Location: In person