Remote Support Jobs in Philadelphia, PA (NOW HIRING)

Company Overview & Culture:

Worldgate is a certified Woman-Owned Small Business headquartered in Northern Virginia that provides IT Consulting Services to our SLED clients. We specialize in delivering high-quality enterprise technology and Enterprise Resource Planning (ERP) system optimization services across Human Capital, Payroll, and Financial Management systems. Our mission is to provide exceptional service that enables our clients to be their best for their stakeholders, create an empowering workplace for our employees, and give back to our communities in meaningful ways. Worldgate has been named to the Inc. 5000 list of fastest-growing private companies three times. In recognition of our commitment to fostering a positive work environment, Worldgate was honored with the Inc. Best Workplaces award in 2024 and The Washington Post Top Workplaces in 2022.

Job Summary:

The Production Support Specialist I serves as the first point of contact for end users seeking IT assistance through phone, email, or online ticket submission. This role provides prompt, courteous, and professional support to clients and their constituents by performing remote troubleshooting, asking diagnostic questions, and identifying solutions or escalations as appropriate. In this role, the person must be reliable, punctual, and customer-service oriented, always maintaining a positive and professional phone demeanor. The position focuses on resolving user issues efficiently while maintaining thorough documentation and ensuring exceptional customer experience.

Essential Responsibilities:

Respond promptly and courteously to incoming help desk calls, emails, and ticket submissions, serving as the first point of contact for users needing technical support

Perform remote troubleshooting through diagnostic techniques and targeted questions to identify the nature of the issue

Determine the best solution based on the problem and customer details, walking users through the problem-solving process as needed

Escalate unresolved or complex issues to the next level of support personnel in accordance with standard escalation procedures

Provide accurate information about district related IT products, services, and system functions to users

Record all support interactions, events, and resolutions in the ticketing system, ensuring logs are accurate, complete, and up to date

Follow up with users to confirm resolution, provide updates, and maintain excellent communication throughout the support process.

Share customer feedback, suggestions, and recurring issues with the appropriate internal teams to support continuous improvement.

Identify and recommend improvements to support procedures, workflows, and documentation to enhance efficiency and service quality.

Maintain consistent attendance and punctuality to ensure reliable phone system coverage and timely user response.

Participate in ongoing training and team meetings to stay informed of client system updates, enterprise software changes, and IT best practices.

Corporate Standards:

Comprehend and align to established goals and objectives within the framework of the Worldgate Continuous Feedback Approach.

Stay up to date on computer skills and best practices, such as word processing software, spreadsheet software, presentation software, Adobe software, email management, digital calendars, and video conferencing.

Understand Worldgate's mission, values, and behaviors (The Worldgate Way) and ensure that daily interactions with Worldgate internal and external parties align to Worldgate's values and behaviors.

Comply with criminal background check standards by maintaining a clear record throughout employment.

Key Competencies:

Customer/Client Focus

Communication

Technical Aptitude

Dependability & Reliability

Problem Solving

Qualifications & Skills:

Required:

High School Diploma or equivalent.

1+ years of IT support and/or customer service experience.

Demonstrated reliability and punctuality, with consistent adherence to assigned schedules.

Strong communication skills, including a positive and professional phone presence.

Experience using a help desk ticketing systems and remote support tools.

Strong troubleshooting, problem-solving, and analytical skills.

Ability to remain calm, patient, and professional under pressure.

Proficiency in computer skills including word processing software, spreadsheet software, presentation software, Adobe software, email management, digital calendars, and video conferencing

Preferred:

CompTIA A+ Certification or equivalent IT credential.

Experience supporting enterprise software or large-scale IT environments.

Familiarity with google tools, Microsoft 365, or remote desktop tools

Equal Opportunity Statement:

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.