Weekend Technical Support Analyst

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

Benefits offered by this job

Flexible hybrid schedule

Medical, dental, and vision coverage

Paid holidays and time off

Employee Resource Groups

On-site amenities and campus features

Employee wellness and development

401(k) with company match

Job summary

HCSS in Sugar Land, TX, is seeking a Weekend Technical Support Analyst to join our award-winning Support Team. You will deliver world-class service across multiple channels, act as the ambassador to internal teams, and own learning of HCSS products through training and hands-on practice.

With 1+ year in customer service and 2+ years in technical support preferred, you will help customers solve issues, document solutions, and contribute to process improvements.

Qualifications

• 1+ year of customer service experience; 2+ years of technical support preferred.
• Ability to learn HCSS products and document solutions.
• Strong communication and empathy for customers.
• Comfortable following or leading as needed and prioritizing work.
• Willingness to contribute to process improvements and training.

Responsibilities

• Provide instant world-class service to HCSS customers through multiple channels.
• Be the customer's ambassador to all internal departments to ensure customer success.
• Take ownership of learning HCSS products beyond initial training.
• Continuously create helpful documentation during each support interaction.
• Exceed the high standards of the department and maintain reliability.
• Be the primary point of contact for weekend customer support.

Skills

Customer service

Technical support

Team player

Decision making

Problem solving

Organization

Process improvement

Curiosity

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 Weekend 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. The schedule is a 4-day, 10-hour work week and includes Saturday, Sunday, Tuesday and Wednesday.

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.

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.
• Be the primary point of contact for weekend customer support.

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!