Technical Support Representative
About The Position
Foundation Software is seeking Technical Support Representatives to provide remote technical services to clients using the company’s construction-industry software and services. Representatives serve as the first point of contact for technical problems, troubleshoot software and hardware components, research issues, and document client interactions in call-center software. They work with internal departments as needed and maintain expertise in the company’s software, new modules, and relevant industry factors. The company provides in-house training. The role works Monday through Friday with varying shift times and requires professional, clear communication, careful record-keeping, and the ability to resolve complex situations independently while following established protocols.
Requirements
- Actively listen to clients to understand the root cause of their issues or concerns.
- Demonstrated 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.
- Explain highly technical details to clients using 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 preferred.
- Microsoft SQL or database experience is a plus.
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 to notify them of 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 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 match
- Tuition reimbursement
- Workout facility
- Fitness classes
- Free personal training
- Game room
- Full kitchen
- Free coffee, soft drinks, and snacks
- Tickets to Cleveland sporting events
- Wellness incentives
- Free membership to the local recreation center
- Employee-appreciation events
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
