SaaS Support Technician - Customer Care

Talentify; New Braunfels (TX); On-site; USD 29,000 - 30,000; Full time

Benefits offered by this job

Paid Time Off

401k Plan with company match

Medical Benefits (Health, Vision and 1

Job summary

LCPtracker, Inc. is seeking a Support Technician to handle incoming calls and emails with professionalism, learning our SaaS platform to resolve issues for clients.

You will work onsite in New Braunfels, TX, assisting with technical difficulties, documenting interactions in FreshService, and building strong client relationships. The role requires basic computer skills, a customer-service background, and the ability to navigate multiple web applications while maintaining a high level of service

Qualifications

• High School Diploma or equivalent.
• Basic computer knowledge.
• Customer service experience and knowledge.

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 elevate 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.

Skills

Customer service

Technical support

Phone support

Education

High School Diploma or equivalent

Tools

FreshService

Job description

LCPtracker, Inc. is seeking a Support Technician to handle incoming calls and emails with professionalism, learning our SaaS platform to resolve issues for clients.

You will work onsite in New Braunfels, TX, assisting with technical difficulties, documenting interactions in FreshService, and building strong client relationships. The role requires basic computer skills, a customer-service background, and the ability to navigate multiple web applications while maintaining a high level of service