Technical Support Representative

Foundation Software; Strongsville (OH); Remote; USD 42,000 - 60,000; Full time

Benefits offered by this job

Tickets to Cleveland sporting events

Wellness incentives

Free local rec center membership

401(k) with match

Paid vacation & holidays

Job summary

Foundation Software LLC is seeking Technical Support Representatives to join our remote support team in Northeast Ohio. You will provide remote technical services to clients, joining a talented group focused on delivering world-class training and support.

As a technical support representative, you will troubleshoot software/hardware, document issues, and coordinate with internal teams. The role offers Monday–Friday shifts with varying times and a strong team atmosphere.

Qualifications

• Serve as the first point of contact for clients with product issues.
• Troubleshoot software and hardware components to resolve problems.
• Research and log client issues in call-center software.
• Coordinate with internal teams to notify them of issues.
• Maintain familiarity with software modules and industry trends.
• Follow department procedures and project a professional image.

Responsibilities

• Serve as the first point of contact for clients experiencing product issues.
• Troubleshoot software/hardware components to identify and resolve issues.
• Research and track client issues in call-center software.
• Communicate with internal departments as needed to notify them of issues.
• Maintain expertise with software modules and industry factors.
• Follow SOPs and provide thorough assistance to clients and third parties.

Skills

Active listening

Top-level support

Written communication

Organizational skills

Explain technical details

Independent problem solving

Microsoft Word

Microsoft Excel

Record-keeping

Basic math

SQL / databases

Tools

Microsoft SQL

Job description

Foundation Software LLC

Since 1985, Foundation Software has been a leading provider of software and services built specifically for the construction industry. Our integrated solutions support contractors throughout the entire project lifecycle, from estimating and job cost accounting to project management, HR, time tracking, and payroll processing.

With more than 600 team members and offices across the United States, we combine industry expertise, technology, and exceptional service to help our customers work more efficiently and successfully. At Foundation Software, employees have the opportunity to contribute to meaningful solutions while learning and growing as part of a collaborative team.

Position Summary

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

Essential Functions and Responsibilities

• Serve as the first point of contact for clients experiencing problems with technological products and services
• Troubleshoot software/hardware components to identify and resolve issues
• Research
• Track client issues in call-center software and record details appropriately
• Communicate with internal departments as needed to notify them of technical issues clients are experiencing
• Maintain expertise with software, new modules and any relevant industry factors
• Follow all department and company standard operating procedures
• Project a professional and positive image as a company representative by providing thorough assistance to associates, clients and third parties.
• Other duties as assigned

Required Skills and Experience

• Ability to actively listen to clients to understand the root cause of their issues/concerns
• Proven ability to provide top-level support to customers and associates
• Excellent written and verbal communication skills
• Superior organizational skills and the ability to work well as a member of a team
• Explain highly technical details to clients using simple, understandable terms
• Ability to address complex situations independently while following established protocols
• Working knowledge of Microsoft Word and Excel
• Detailed and accurate record-keeping
• Basic math skills
• Technical computer knowledge and experience preferred
• Microsoft SQL or database experience a plus

Working at Foundation

What's great about working for Foundation? Plenty! We have a fun, casual and hard-working culture that invests in our employees, promotes creativity and delivers on our reputation. Our campus features a top-notch workout facility, fitness classes and free personal training, a game room complete with both video, table and traditional games, a full kitchen, and free coffee, soft drinks and snacks. Other employee perks include tickets to Cleveland sporting events, wellness incentives, free membership to our local rec center and various employee-appreciation events throughout the year. Benefits include medical, prescription, dental, vision, life insurance, LT disability, generous paid vacation, paid holidays, 401(k) with match and tuition reimbursement.

Foundation is a 21-time winner of NorthCoast 99 award, a multi-year winner of The Plain Dealer's "Top Workplaces".

Come and talk to us about your future at Foundation!

Foundation Software is an Equal Opportunity Employer.