Technical Support Representative

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 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.