Technical Support Representative

Position Summary Foundation Software, a national developer of construction software and one of Northeast Ohio's top workplaces, is seeking T ech nical 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 20-time winner of NorthCoast 99 award, a multi-year winner of The Plain Dealer 's "Top Workplaces," and a 2015, 2016, 2017,2018, 2019 and 2020 member of the Inc. 5000 list of fastest-growing private companies in the U.S. Come and talk to us about your future at Foundation! Foundation Software is an Equal Opportunity Employer.