Support Technician

Lcp Tracker•New Braunfels, TX

1d•Onsite

About The Position

LCPtracker, Inc. is a cloud-based software (SaaS) provider specializing in labor compliance for public works construction projects. Headquartered in Orange, CA – with offices in New Braunfels, TX and Fenton, MI. LCPtracker helps government agencies and prime contractors meet Davis-Bacon/prevailing wage compliance requirements on projects backed by federal, state, and/or local funding. Thousands of clients and over 100,000 contractors use LCPtracker for their certified payroll and construction site compliance needs. LCPtracker has been recognized year after year since 2017 as one of the “Best Places to Work” in Orange County by the Orange County Register. This position operates in a professional office environment and role routinely uses standard office equipment such as computers, phones, mobile devices, photocopiers, filing cabinets and fax machines. While performing the functions of this job, the employee is regularly required to sit; frequently required to talk and hear, use hands and fingers to type, scroll and use computer equipment. The employee is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection of text/data in both print and electronic forms. Ability to lift and move up to 25 pounds. This is a Fulltime Non-Exempt position, reporting onsite to our New Braunfels, TX office. Working hours are Monday - Friday, 8am-5pm. Days/hours worked are dependent on the workload at the time. General availability and presence in the office is expected during regular business hours Monday -Friday. Days/hours worked subject to change and are dependent on the workload at the time. There is no major travel requirement for this position. However, infrequent travel may be necessary to visit remote office(s), attend conferences/industry events, etc. Attendance at our annual corporate Staff Retreat is required, which typically takes place in December. This event is a 2-3-day retreat. Attendance at LCPtracker Conference(s) as assigned.

Requirements

High School Diploma or equivalent
Basic computer knowledge
Customer Service experience and knowledge
Ability to manage your assignments and meet deadlines

Responsibilities

Handle incoming customer phone calls and answer all daily emails quickly and efficiently with the highest level of professionalism.
Learn and be proficient in using and providing support for LCPtracker software and systems
Use multiple web applications simultaneously
Identify customer’s needs, clarify information, research issues and provide solutions and/or alternatives
Build sustainable customer relationships and engage clients by going the extra mile
Assist customers with technical difficulties experienced with LCPtracker and escalate issues as appropriate
Use the company's CRM system, FreshService, to document all communication with customers
Follow-up with customers in regard to problems, concerns, and/or questions about current, outstanding and pending cases
Become knowledgeable about LCPtracker’s software and services