Technical Support Representative

3 weeks ago

Strongsville, United States Foundation Software Full time
Job DescriptionJob DescriptionPosition Summary

Foundation Software, a national developer of construction software and one of Northeast Ohio's top workplaces, is seeking a Technical Support Representative 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.

What's great about working for Foundation? Plenty We have a fun, casual, yet hard-working culture that invests in our employees, promotes creativity, and delivers on our reputation. How would you like to work for a company that offers manicures and pedicures in the office? We do How about house cleaning, gas cards, laundry services, and monthly happy hour - we offer all this and more

At Foundation we believe in and promote a work-life balance with a top-notch workout facility, fitness classes and free personal training; and for those competitive types, a game room complete with table tennis, foosball, and video game systems. Also a few comforts of home, there is a full kitchen, free coffee, soft drinks, and snacks.

Other employee perks include tickets to Cleveland sporting events, a variety of lunch and learns, and various employee-appreciation events throughout the year. Benefits include paid vacation, paid holidays, 401(k) with match, and tuition reimbursement, plus medical, eye and dental.

Foundation is constantly recognized as one of Northeast Ohio's top workplaces. We are a 18-time winner of the NorthCoast 99 award, a multi-year winner of The Plain Dealer's Top Workplaces award, and have been recognized multiple years on the Inc. 5000 list of fastest-growing private companies in the U.S.

Let's start your future at Foundation

Foundation Software is an Equal Opportunity Employer.

Position Summary

The primary responsibility of a Technical Support Representative is to respond to, and resolve client issues, questions, and concerns, which are resolved by performing the following duties.

Essential Functions and Responsibilities
  • Respond professionally to telephone inquiries from clients to resolve issues, answer questions or address concerns in using or implementing job cost accounting program.
  • Assist in installing and configuring the software applications on client computers.
  • Respond to client issues received by phone, fax, or email logged into call center.
  • Respond to the established volume of client calls to be closed/resolved each day.
  • Notify programming of any issues found in software with appropriate documentation.
  • Maintain expertise with software, new modules, and any industry factors required to perform duties.
  • Track the client issues in our call center software and record the details appropriately.
  • Notify/refer to supervisory staff issues requiring additional attention.
  • Answer and route all telephones calls according to established protocols. Record and transmit telephone messages, as required.
  • Perform all duties in a professional, responsive, and collaborative manner with coworkers and supervisors.
Required Skills and Experience
  • Excellent communication and critical thinking skills with clients and coworkers.
  • The ability to address complex situations independently while following established protocols.
  • Basic computer/keyboarding skills and the ability to navigate through a Microsoft Windows application.
  • Working knowledge of Microsoft Word and Excel
  • Detailed recordkeeping accuracy.
  • Basic accounting/mathematical skills sufficient to understand and use software with clients.

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