Technical Support Representative - Software

ASPIRE TECHNOLOGIES INC; Orlando (FL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive Salary

Medical/Dental benefits

Bonus Structure

Great working environment

Job summary

ASPIRE TECHNOLOGIES INC is seeking an experienced, technical, and customer-focused Software Technical Support professional to join our team. The role requires Software Technical Support experience and familiarity with QuoteWerks, CRM software, and SQL to assist our global user base.

You will answer calls and tickets, stay current on QuoteWerks and integrated products, perform QA testing, and help deliver practical solutions.

Qualifications

• Software Technical Support experience required.
• Ability to handle irate customers and complex issues.
• Familiarity with CRM, accounting software, and SQL is a plus.

Responsibilities

• Answer incoming Phone Calls from Customers and Leads to assist in resolving questions or issues.
• Answering Technical Support Tickets and Emails.
• Staying Knowledgeable on the capabilities of QuoteWerks.
• Staying Knowledgeable on products and services that QuoteWerks integrates with.
• Quality assurance testing of updates to QuoteWerks and compatibility testing with updates of the products and services that QuoteWerks integrates with.

Skills

Technical support experience

Customer-focused

Problem solving

Team player

Tools

QuoteWerks

CRM software

SQL

Accounting software

Job description

We are looking for an experienced, technical, savvy, intelligent individual to join our Technical Support Team. Software Technical Support experience is required for this position. The team supports more than 88,000 users of QuoteWerks throughout the world!

• Are you currently employed as a technical support rep?
• Are you tired of irate customers constantly suffering through software crashes and mysterious errors that are impossible to debug and never get fixed by development?
• Are you tired of defending convoluted company support policies and the demanding expectations they have of their customers?
• Are you tired of supporting customer dissatisfaction?
• Would you rather be part of the customer's satisfaction, stop running interference, and start providing solutions?

At Aspire, we do things differently. Our software is known for being stable and delivering what it promises. Aspire support policies are very straightforward, based on common sense solutions to real-life situations. The development team is available for consultation, sometimes releasing bug fixes within hours. Customers can usually reach a tech support rep in less than 5 minutes. Once trained, our technicians are empowered to make decisions that benefit the customer without jumping through departmental processes. We promote self-sufficiency and encourage employee contributions to the company's overall efficiencies and customer service levels.

The ideal candidate thrives on “figuring it out” and prides themselves on being responsive in a challenging work environment. Calm under pressure, you should be sensitive to the various levels of technical literacy among users and able to adjust your approach to the issues accordingly. You should have a continuous improvement mentality and driven to seek ongoing learning opportunities. And, of course, you should be an enthusiastic and friendly team player.

Our office hours are from 8:45 am until 5:15 pm. No weekends. No working nights.

Responsibilities and Duties Include:

• Answer incoming Phone Calls from Customers and Leads to assist in resolving questions or issues
• Answering Technical Support Tickets and Emails
• Staying Knowledgeable on the capabilities of QuoteWerks
• Staying Knowledgeable on products and services that QuoteWerks integrates with
• Quality assurance testing of updates to QuoteWerks and compatibility testing with updates of the products and services that QuoteWerks integrates with
  

With time, Technical Support technicians perform professional services, implementations, and customer training. These services provide employees with the opportunity to earn extra money while gaining experience.

QuoteWerks integrates with a variety of CRM, PSA, and Accounting systems. Familiarity with CRM software, accounting software, and SQL is a plus.

What are we offering?

• Competitive Salary
• Medical/Dental benefits
• Bonus Structure
• Great working environment

Only local candidates need apply. The position is in Orlando, FL. Telecommuting/WFH is not an option. We work in a highly organic and dynamic environment collaborating with our co-workers requiring us to be in the same office.

Note: This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the organization.