Worldgate

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 serves as the first point of contact for students, faculty, and staff seeking technical assistance at a higher education institution through a centralized ticketing system, service window, phone calls, and email communications. This role is responsible for providing timely, professional, and customer-focused support by reviewing, triaging, and resolving incoming support requests or escalating issues as appropriate.

The Production Support Specialist must be reliable, punctual, and service-oriented, with the ability to manage multiple requests simultaneously while maintaining accurate documentation. This position plays a key role in supporting student-facing technologies, ensuring efficient issue resolution, consistent service delivery, and a positive end-user experience.

Essential Responsibilities:

Receive, review, and manage incoming support requests through the designated ticketing system, ensuring tickets are accurately logged, categorized, and prioritized.

Provide front-line technical support to end users via service window interactions, phone calls, and email correspondence.

Serve as the initial point of contact for production support issues, troubleshooting basic technical problems and gathering required information.

Perform initial diagnostics using established procedures, knowledge articles, and targeted questions to identify the root cause of reported issues.

Resolve routine and known issues by following documented processes and walking users through solutions as needed.

Escalate unresolved, complex, or high-priority issues to the appropriate support teams in accordance with defined escalation protocols.

Maintain detailed, timely, and accurate documentation of all interactions, actions taken, and resolutions within the ticketing system.

Communicate clearly with users regarding ticket status, expected resolution timelines, and next steps.

Monitor ticket queues to ensure service level expectations are met and follow up on open or pending requests.

Identify recurring issues and trends and share insights with internal teams to support continuous process improvement.

Adhere to assigned schedules to ensure consistent coverage of service windows and communication channels.

Participate in required training, team meetings, and knowledge-sharing sessions to remain current on systems, tools, and support procedures.

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:

High School Diploma or equivalent

1+ years of experience in a help desk, production support, or customer service environment, preferably supporting end users in a student-facing setting

Experience working within a ticketing or case management system

Strong verbal and written communication skills, including a professional phone presence

Ability to manage multiple requests in a fast-paced, service-oriented environment, with frequent student interaction

Strong troubleshooting and analytical skills

Proficiency with standard computer applications, including email, calendars, word processing, spreadsheets, and virtual collaboration 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.