Support Technician

Lcptracker,-Inc.; Kirkwood (TX); On-site; USD 29,000 - 30,000; Full time

Benefits offered by this job

Paid Time Off

10 Paid Holidays

Phantom Stock

401k Plan with up to 4% company match

Medical Benefits (Health, Vision and…)

Life Insurance (company paid)

Disability Insurance (Long-Term and…)

Employee discounts and perks program

Job summary

LCPtracker, Inc. is seeking a dedicated Support Technician to provide frontline technical assistance for our cloud-based labor compliance SaaS. You will resolve inquiries via phone and email, document interactions in FreshService, and help customers optimize use of our software.

The role is based onsite in New Braunfels, TX, with regular weekday hours and opportunities to grow technical knowledge in a collaborative team environment.

Qualifications

• High school diploma or equivalent required.
• Customer service experience preferred.
• Experience with basic computer tasks and multi-tasking.

Responsibilities

• Handle incoming customer phone calls and answer daily emails with professionalism.
• Learn and provide support for LCPtracker software and systems.
• Document all customer communications in the CRM (FreshService).
• Escalate complex issues and follow up on outstanding cases.
• Build sustainable relationships and go the extra mile for clients.

Skills

Customer service

Phone support

Communication

FreshService

Education

High School Diploma or equivalent

Tools

FreshService

Job description

Support TechnicianCompany SummaryLCPtracker, Inc. is a cloud-based software (SaaS) provider specializing in labor compliance for public works construction projects. Headquartered in Orange, CA – with offices in New Braunfels, TX and Fenton, MI. LCPtracker helps government agencies and prime contractors meet Davis-Bacon/prevailing wage compliance requirements on projects backed by federal, state, and/or local funding.Thousands of clients and over 100,000 contractors use LCPtracker for their certified payroll and construction site compliance needs. LCPtracker has been recognized year after year since 2017 as one of the “Best Places to Work” in Orange County by the Orange County Register.Position SummaryHandle incoming customer phone calls and answer all daily emails quickly and efficiently with the highest level of professionalism.Primary Duties and ResponsibilitiesHandle 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 systemsUse multiple web applications simultaneouslyIdentify customer’s needs, clarify information, research issues and provide solutions and/or alternativesBuild sustainable customer relationships and engage clients by going the extra mileAssist customers with technical difficulties experienced with LCPtracker and escalate issues as appropriateUse the company's CRM system, FreshService, to document all communication with customersFollow-up with customers in regard to problems, concerns, and/or questions about current, outstanding and pending casesBecome knowledgeable about LCPtracker’s software and servicesOther Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.Work EnvironmentThis position operates in a professional office environment and role routinely uses standard office equipment such as computers, phones, mobile devices, photocopiers, filing cabinets and fax machines.Physical DemandsWhile performing the functions of this job, the employee is regularly required to sit; frequently required to talk and hear, use hands and fingers to type, scroll and use computer equipment. The employee is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection of text/data in both print and electronic forms. Ability to lift and move up to 25 pounds.Position Type and Expected Hours of WorkThis is a Fulltime Non-Exempt position, reporting onsite to our New Braunfels, TX office. Working hours are Monday - Friday, 8am-5pm. Days/hours worked are dependent on the workload at the time. General availability and presence in the office is expected during regular business hours Monday -Friday. Days/hours worked subject to change and are dependent on the workload at the time.TravelThere is no major travel requirement for this position. However, infrequent travel may be necessary to visit remote office(s), attend conferences/industry events, etc. Attendance at our annual corporate Staff Retreat is required, which typically takes place in December. This event is a 2-3-day retreat. Attendance at LCPtracker Conference(s) as assigned.Salary RangeSupport Technician hourly rate $21.00 - $22.00 per hour. Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.BenefitsAlong with competitive pay, as a full-time LCPtracker employee, you are eligible for the following benefits:Paid Time Off10 Paid HolidaysPhantom Stock401k Plan with up to 4% company matchMedical Benefits (Health, Vision and Dental)Life Insurance (company paid)Long-Term Disability and Short-Term Disability (company paid)Employee discounts and perks program__________________________________________________________________________________________________________________LCPtracker participates in the E-Verify Program. E-Verify is an internet-based system operated by the Department of Homeland Security and the Social Security Administration. It allows employers to confirm an individual’s employment eligibility to work in the United States. View the attached notices, available in English and Spanish, for important information regarding the E-Verify program. E-Verify Notice (PDF); Right to Work Notice (PDF)LCPtracker, Inc. is an equal opportunity employer of all qualified individuals, including minorities, women, veterans, and individuals with disabilities, and regardless of sexual orientation or gender identity. LCPtracker, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with all federal, state, and local ordinances.LCPtracker is committed to the full inclusion of all qualified individuals. In keeping with our commitment, LCPtracker will take steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact the LCPtracker Human Resources Department at [e-mail] and ExperienceHigh School Diploma or equivalentBasic computer knowledgeCustomer Service experience and knowledgeAbility to manage your assignments and meet deadlines