Technical Support Representative

Foundation Software • Strongsville, OH

3d

About The Position

Foundation Software is seeking Technical Support Representatives to join its phone-support team and provide remote technical services to clients. Representatives serve as an initial contact for technology-related problems, troubleshoot software and hardware, document client issues, and coordinate with internal departments when needed. The role includes maintaining knowledge of the company's software, modules, and relevant industry factors, and following company procedures. Foundation provides in-house training. The position works Monday through Friday with varying shift times.

Requirements

• Ability to actively listen to clients and understand the root cause of their issues or concerns.
• Proven ability to provide top-level support to customers and associates.
• Excellent written and verbal communication skills.
• Superior organizational skills and ability to work well as a team member.
• Ability to explain highly technical details to clients in simple, understandable terms.
• Ability to address complex situations independently while following established protocols.
• Working knowledge of Microsoft Word and Excel.
• Detailed and accurate record-keeping.
• Basic math skills.

Nice To Haves

• Technical computer knowledge and experience.
• Microsoft SQL or database experience.

Responsibilities

• Serve as the first point of contact for clients experiencing problems with technological products and services.
• Troubleshoot software and hardware components to identify and resolve issues.
• Research client issues.
• Track client issues in call-center software and record details appropriately.
• Communicate with internal departments as needed about technical issues clients are experiencing.
• Maintain expertise with software, new modules, and relevant industry factors.
• Follow department and company standard operating procedures.
• Provide thorough assistance to associates, clients, and third parties while projecting a professional and positive company image.
• Perform other duties as assigned.

Benefits

• Medical insurance
• Prescription coverage
• Dental insurance
• Vision insurance
• Life insurance
• Long-term disability insurance
• Generous paid vacation
• Paid holidays
• 401(k) with employer match
• Tuition reimbursement
• Workout facility
• Fitness classes and free personal training
• Game room
• Full kitchen
• Free coffee, soft drinks, and snacks
• Tickets to Cleveland sporting events
• Wellness incentives
• Free membership to a local recreation center
• Employee-appreciation events

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed