Support Services Specialist - White Bear Lake, MN Hybrid

SUPPORT SERVICES SPECIALIST – FULL‑TIME – White Bear Lake, MN (Hybrid)

$23 - $26 / hour (Hourly rate based on experience)
Full‑time benefits;
Bonus eligible!

Monday - Friday; 7AM – 5PM CST

Variable 8‑hour shift within hours of operation. Required on‑call rotation; every 4th weekend.

Smarte Carte Inc. offers competitive pay and outstanding benefits including:
Group Health Insurance;
Medical & Dental;
Company Paid Life Insurance;
Company Paid Short‑Term Disability;
Matching 401(k);
Paid Time Off;
Paid Holidays;
Wellness Reimbursement Program and More!

Smarte Carte, Inc. is the leading concessionaire of self‑serve vended luggage carts, electronic lockers, commercial strollers, massage chairs and other passenger and guest services. Headquartered in St. Paul, MN, the company operates in the United States, Australia, Canada, Ireland, New Zealand, Norway, Singapore, Sweden, and the United Kingdom.

Are you passionate about helping others and solving problems? Our Support Services team is the first line of assistance for employees worldwide, delivering technical and mechanical product support, Level 1 IT troubleshooting, and essential information that keeps our business running smoothly.

This position is not eligible for relocation; must be eligible to work in the United States without visa sponsorship.

• Provide fast, effective solutions through our first‑response support call center
• Assist with external customer inquiries and administrative tasks
• Maintain and update ERP system data to ensure accuracy and efficiency
• Share helpful “how‑to” guides and resources to empower users

• Assist our field team with equipment failures by troubleshooting via telephone, email, or Teams.
• Process service and part orders according to established department policies and procedures.
• Assist with Level 1 IT requests as needed.
• Navigate system portals/databases efficiently to troubleshoot issues.
• Document and maintain equipment history records and serial numbers.
• Document all Product, IT, Customer, and General Inquiries via web forms.
• Provide timely feedback to the company regarding service failures or customer concerns.
• Complete recommended training materials and programs for enhancing staff product knowledge.
• Continually seek improvement of processes and procedures that are consistent with SCI’s mission statement and communicate to group management.
• Required on‑call rotation: every 4th weekend with similarly shared rotation of holiday coverage.
• Other duties as assigned.

• Previous experience in a customer service‑type role required.
• Troubleshooting and repair experience; general root‑cause analysis.
• Being technologically savvy is a must, with a medium‑to‑high level understanding of Microsoft Outlook, Teams, Excel, and Word.
• Bilingual in English/Spanish is a plus.

• Self‑Motivated
• Team‑oriented
• Thrives in fast‑paced settings
• Organized with strong prioritization skills
• Ability to forge solid relationships with external parties; customers, employees, facility management, etc.
• Effectively communicate across a wide range of capabilities and personalities
• Maintain a client/customer focused attitude
• Excellent verbal and written communication skills

• The successful candidate will be high‑energy, creative, and resourceful.
• This position requires an intelligent and enthusiastic individual with a commitment to excellence.
• Must possess customer service skills and technical knowledge.

• High school diploma or equivalent required
• Associates or Technical degree preferred

• Sit for long periods of time
• Keyboard; typing for long periods of time
• View computer screen(s) for long periods of time
• Work under deadlines