Technical Support Representative

Foundation Software•Strongsville, OH

17h•Remote

About The Position

Foundation Software, a national developer of construction software and one of Northeast Ohio's top workplaces, is seeking T ech nical Support Representatives ! Our phone-support staff is a remarkable and dedicated team of people, who are among the best in our industry. As a technical support representative, you will join this talented team whose focus is providing remote technical services to support our clients. We provide world-class, in-house training, and our representatives work Monday through Friday with varying shift times.

Requirements

Ability to actively listen to clients to understand the root cause of their issues/concerns
Proven ability to provide top-level support to customers and associates
Excellent written and verbal communication skills
Superior organizational skills and the ability to work well as a member of a team
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
Technical computer knowledge and experience preferred
Microsoft SQL or database experience a plus

Responsibilities

Serve as the first point of contact for clients experiencing problems with technological products and services
Troubleshoot software/hardware components to identify and resolve issues
Research
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 any relevant industry factors
Follow all department and company standard operating procedures
Project a professional and positive image as a company representative by providing thorough assistance to associates, clients and third parties.
Other duties as assigned