Technical Support Analyst

HCSS; Houston (TX); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Flexible hybrid schedule

Company-paid medical/dental/vision

Paid holidays and PTO

ERGs

On-site amenities

Dog-friendly campus

401(k) with matching

Professional development support

Wellness program

Job summary

HCSS, based in Sugar Land, TX, has spent over four decades delivering construction software that helps customers streamline operations. We are seeking a Technical Support Analyst to join our award-winning Support Team and deliver world-class service across channels.

The role emphasizes customer empathy, problem solving, and a proactive, process-minded mindset. Ideal candidates have 1+ year in customer service with 2+ years in technical support preferred, fluent in Spanish a bonus, and a passion

Qualifications

• You stay up-to-date on the latest tech trends and enjoy learning new software.
• You enjoy helping people and build relationships with customers.
• You are a team player who can follow or lead as situations dictate.
• You can make decisions quickly and use available resources effectively.
• You enjoy solving problems and delivering a well-executed solution.
• You can plan, organize, and prioritize work.
• You look for opportunities to improve and initiate new processes.
• You are curious and can ask the right questions to translate knowledge into simple solutions.

Responsibilities

• Provide instant world-class service to HCSS customers through multiple channels.
• Be the customer’s ambassador to internal departments to help customers succeed in their roles.
• Take ownership of learning HCSS products in addition to the training provided.
• Continuously create helpful documentation through capturing relevant information during each support interaction.
• Recognize and exceed the high standards and expectations of the department.

Skills

Customer service

Technical aptitude

Team player

Decision making

Problem solving

Organizational skills

Process improvement

Curiosity

Spanish proficiency

Job description

We are HCSS. For the last 40 years, we have been developing software to help construction companies streamline their operations. Based in Sugar Land, TX, our mission is helping customers achieve excellence through our proven customer-centric, end-to-end solutions and exceptionally helpful service, while providing a great life for our employees. With this mission at the core of everything we do, HCSS is a pioneer and leader in the construction software space and a consistently recognized employer. We have earned Best Companies to Work for in Texas honors for 18 consecutive years and have been named a USA Today Top Workplace. HCSS has also been recognized by Built In as a Best Place to Work in Greater Houston and by Construction Executive for our technology innovation, reflecting our strong culture, industry leadership, and commitment to excellence.

WHO WE NEED:

We’re currently looking for a Technical Support Analyst with 1+ year of customer service experience (2+ years of technical support experience preferred) to join our award-winning Support Team and provide our customers with quality service.

Qualifications:

• You're passionate about technology and you stay up-to-date on the latest trends. You also love learning new software and tinkering with different gadgets.
• You genuinely enjoy helping people, and your passion for customer service makes it easy for you to build relationships with your customers and empathize with their problems.
• You're a team player and have the ability to follow or lead as situations dictate.
• You are able to make decisions quickly and use available resources effectively.
• You enjoy the challenge of problem-solving and appreciate the value of a well-executed solution.
• You're able to plan, organize, and prioritize work—you’re seen as someone who wears many hats!
• You always find opportunities for improvement and take initiative to build new processes or programs to help your team succeed.
• You're genuinely curious which gives you the natural ability to “zoom out” of a problem, in order to ask the right questions and translate your knowledge into simple solutions.

Bonus Qualifications:

• Fluent in Spanish

Role Responsibilities:

• Provide instant world-class service to HCSS customers through multiple channels.
• Be the customer’s ambassador to all internal departments in order to help customers be successful in their roles.
• Take ownership of learning HCSS products in addition to the training provided.
• Continuously create helpful documentation through the capture of relevant information during each support interaction.
• Recognize and exceed the high standards and expectations of the department.

BENEFITS & PERKS:

Part of our mission is to provide a great life for our employees. We believe that when our people are happy, they do their best work. Some of the benefits and perks we offer include:

• Flexible hybrid schedule
• Medical, dental, and vision coverage with company-paid and employee-paid options
• Paid holidays, sick days, and personal time off
• Employee Resource Groups (ERGs) that foster connection and inclusion
• On-site amenities including a covered basketball court, soccer field, track, pickleball/tennis courts, gym, etc.
• Dog-friendly campus and WiFi-accessible courtyards
• 401(k) with a 5% company match
• Coverage for employee professional development and wellness
• And more!