WeWork is the platform for creators, providing hundreds of thousands of members around the world with space, community, and services that enable them to do what they love and create their life's work. Our mission is to create a world where people work to make a life, not just a living, and our own team members are central to that goal.
Our team's mission is to empower WeWork buildings to operate at maximum efficiency through the use of technology, systems and tools.
About the Role
The Technical Support Specialist for WeWork Labs will support and improve our wide-ranging list of digital, cloud-based systems day-to-day and assist with global-scale projects by providing technical system knowledge to multiple stakeholders, including members, mentors and WeWork labs staff.
This role will act as a main stakeholder for large-scale department initiatives as well as being responsible for documenting and producing materials to support our team.
Duties and Responsibilities
Managing our internal cloud-based systems day-to-day.
Maintenance and optimization, new building opening setup and configuration, permissions access, process improvements, and helping automate and integrate between systems
Full understanding of products, services and offerings including the operational frameworks that allows WeWork to deliver our product, services and offerings
Assist in the creation and implementation of a ticketing platform (i.e. Zendesk) to track and manage customer service related issues
Generate weekly departmental performance reports, ad hoc reporting, and building/company trend reporting
Perform research and analysis on new software
Providing global support to the Operations System Analyst role
Troubleshoot member-facing support inquiries and escalate to appropriate department / product owners when necessary
Providing high-quality customer service to members to ensure an excellent member experience, especially in difficult / escalated situations
Acting as a central stakeholder for departmental process changes
Localizing systems for different languages and countries
Monitoring system process compliance
1+ years technical support and/or cloud-based systems related work experience
1+ years in a customer facing position
Proficient in Salesforce, Zendesk, Google Apps, Intercom, and Atlassian suite
Proficient in scripting languages (HTML, CSS required)
Team player, independent thinker, and proven problem-solver required
Deep understanding of MDM’s, SQL, Looker, and a programming language
Computer Science or Engineering Degree
Experience and understanding of a startup environment