Technical Support Representative

• Strongsville, OH, USA
• Semi-Monthly
• Salary
• Full Time
• Medical, Dental, Vision, 401K, PTO

What is great about working for Foundation? Plenty! We have a fun, casual, yet hard-working culture that invests in our employees, promotes creativity, and delivers on our reputation. Would you like to work for a company that offers manicures and pedicures in the office? We do! How about massages, house cleaning, laundry service, monthly car washes, catered lunches Wednesdays and a monthly happy hour - we offer all this and more!

At Foundation we believe in and promote a work-life balance with a top-notch workout facility, fitness classes and free personal training; and for those competitive types, a game room complete with table tennis, foosball, and video game systems. Also, some comforts of home, there is a full kitchen, free coffee and specialty flavors, soft drinks, and snacks.

Position Summary

As a Technical Support Representative, you will be the first line of contact for customers seeking technical assistance via phone or email. Your primary responsibility is to resolve technical issues efficiently while maintaining a high standard of customer service. You will be expected to provide accurate product or service information, document calls thoroughly and escalate unresolved issues to the next level of support. You must be customer-oriented, calm under pressure, and possess a strong understanding of computer systems, mobile devices, and other technical products.

Qualifications

• Strong technical background with an understanding of computer systems, mobile devices, and other technical products
• Excellent communication and customer service skills
• Ability to remain calm and professional when handling customer issues
• Strong problem-solving abilities and attention to detail
• Ability to multitask and manage time effectively
• Experience with call logging, ticketing systems, and customer support platforms is a plus

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone or email
• Provide accurate and detailed information regarding products or services, ensuring clear communication with customers
• Thoroughly document each customer interaction, including the issue, cause, and resolution, to improve future interactions
• Troubleshoot and walk customers through the problem-solving process, offering step-by-step guidance
• Provide exceptional customer service and aim to exceed customer expectations at every opportunity
• Maintain a strong understanding of computer systems, mobile devices, and other technical products to ensure accurate support
• Ensure proper recording, documentation, and timely closure of support tickets
• Identify and recommend process or procedure improvements to enhance the efficiency of the support team
• Continuously grow knowledge of help desk procedures, products, and services
• Follow up with customers to ensure satisfaction and provide updates on their issues when appropriate
• Escalate unresolved issues to the next level of support in a timely manner
• Assist Client Services representatives with client technical issues as needed
• Log detailed information about each call, including the issue, cause, and resolution in the call notes
• Daily Measurable Expectations
  • Handle at least 15 to 18 calls per day
  • Maintain 3 to 4 hours of active call time per day
  • Ensure no more than 15 minutes between calls and avoid exceeding this delay more than three time a day

Other employee rewards include tickets to Cleveland sporting events, a variety of lunch and learns, and various employee-appreciation events throughout the year. Benefits include paid vacation, paid holidays, 401(k) with match, and tuition reimbursement, plus medical, eye and dental. Now offering discounts on pet, home, and auto insurance through Liberty Mutual!

Foundation is constantly recognized as one of Northeast Ohio's top workplaces. We are a 20-time winner of the NorthCoast 99 award, a multi-year winner of The Plain Dealer's Top Workplaces award, and have been recognized multiple years on the Inc. 5000 list of fastest-growing private companies in the U.S.

Let us start your future at Foundation!

Foundation Software is an Equal Opportunity Employer.