Support Technician

Lcp Tracker; New Braunfels (TX); On-site; USD 44,000 - 46,000; Full time

Benefits offered by this job

Paid Time Off

10 paid holidays

Phantom stock

401(k) with up to 4% company match

Medical insurance

Life insurance

Long-term disability

Short-term disability

Employee discounts

Job summary

LCPtracker, Inc. is seeking a Support Technician to join the New Braunfels, TX office on a full-time, onsite basis. The role handles customer calls and emails, learns the LCPtracker SaaS, and uses multiple web apps to resolve issues.

Responsibilities include documenting interactions in FreshService, building customer relationships, and escalating problems when needed. This position requires a high school diploma and basic computer skills, with travel up to 25%.

Qualifications

• High School diploma or equivalent is required.
• Customer service experience is preferred.
• Basic computer literacy and ability to multitask.

Responsibilities

• Handle incoming customer phone calls and answer daily emails promptly.
• Learn and provide support for LCPtracker software and systems.
• Escalate issues as appropriate and document interactions in FreshService.
• Maintain customer relationships and follow up on open cases.

Skills

Customer service

Basic computer knowledge

Phone support

Education

High School Diploma or equivalent

Tools

FreshService CRM

Job description

Overview

Position: Support Technician

Location: NEW BRAUNFELS, TX (New Braunfels, TX 78132) | Full Time

Salary Range: $21.00 – $22.00 per hour | Travel: Up to 25%

Company: LCPtracker, 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 funded by federal, state, and local sources.

Position Summary

Handle incoming customer phone calls and answer daily emails promptly and professionally.

Responsibilities

• Handle incoming customer phone calls and answer all daily emails quickly and professionally.
• Learn and be proficient in using and providing support for LCPtracker software and systems.
• Use multiple web applications simultaneously.
• Identify customer 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 and escalate issues as appropriate.
• Use the company's CRM system, FreshService, to document all communication with customers.
• Follow up with customers regarding problems, concerns, and/or questions about current, outstanding, and pending cases.
• Become knowledgeable about LCPtracker’s software and services.
• Note: This description is not exhaustive; duties may evolve with the role.

Qualifications

• High School Diploma or equivalent.
• Basic computer knowledge.
• Customer service experience and knowledge.
• Ability to manage assignments and meet deadlines.

Work Environment

This position operates in a professional office environment and routinely uses standard office equipment (computers, phones, mobile devices, etc.).

Physical Demands

Regularly sit; frequently talk and hear; type and use computer equipment; close visual acuity for data preparation and reading; ability to lift and move up to 25 pounds.

Position Type and Hours

Full-time, non-exempt. Onsite at the New Braunfels, TX office. Typical hours: Monday–Friday, 8:00 a.m. – 5:00 p.m. Hours may vary with workload; presence in the office during normal business hours is expected.

Travel

No major travel required; infrequent travel may be necessary to visit remote offices or attend industry events. Attendance at annual corporate staff retreat (typically in December) and assigned LCPtracker conferences may be required.

Compensation and Benefits

Salary: $21.00 – $22.00 per hour. Pay may vary based on factors including location, knowledge, skills, and experience. Benefits may include: Paid Time Off, 10 paid holidays, phantom stock, 401(k) with up to 4% company match, medical (health, vision, dental), life insurance, long-term and short-term disability, and employee discounts.

Compliance and Equal Opportunity

LCPtracker participates in the E-Verify program. LCPtracker is an equal opportunity employer. We provide reasonable accommodations in accordance with applicable laws. If accommodations are needed for the application or interview process, contact HR at [e-mail].