Foundation Software · 1 week ago
Software Support Representative
Strongsville, OH
Full-time
Onsite
Entry Level
1+ years expFoundation Software is seeking a knowledgeable and customer-oriented Software Support Representative to provide exceptional support for their suite of products. In this role, you will assist clients with technical issues, troubleshoot software problems, and ensure they are using the software efficiently to meet customer needs.
ConstructionEnterprise SoftwareAccountingSaaSSoftwareAppsMobile AppsProject Management
Responsibilities
Provide technical support to clients using payroll and accounting software, addressing issues via phone, email, or web
Troubleshoot and resolve software-related problems, ensuring clients can efficiently process their daily tasks such as estimating, payroll, accounting functions, etc. and resolve discrepancies
Guide clients through software updates, enhancements, and new features
Collaborate with internal departments to resolve system issues, reporting issues, and to report any technical issues clients are experiencing
Maintain expertise in the different software platforms, new modules, and any relevant industry changes
Educate clients on best practices for using our products' features effectively
Track client issues using call-center software and ensure accurate and timely documentation of all support cases
Track and manage support tickets to ensure timely resolution and follow-up with clients as necessary
Adhere to all department and company standard operating procedures and project a professional and positive image as a company representative
Stay up to date with changes in the industry, as well as software updates
Approximate 3-4 hours on the phone
Perform other duties as assigned
Qualification
Required
Provide technical support to clients using payroll and accounting software, addressing issues via phone, email, or web
Troubleshoot and resolve software-related problems, ensuring clients can efficiently process their daily tasks such as estimating, payroll, accounting functions, etc. and resolve discrepancies
Guide clients through software updates, enhancements, and new features
Collaborate with internal departments to resolve system issues, reporting issues, and to report any technical issues clients are experiencing
Maintain expertise in the different software platforms, new modules, and any relevant industry changes
Educate clients on best practices for using our products' features effectively
Track client issues using call-center software and ensure accurate and timely documentation of all support cases
Track and manage support tickets to ensure timely resolution and follow-up with clients as necessary
Adhere to all department and company standard operating procedures and project a professional and positive image as a company representative
Stay up to date with changes in the industry, as well as software updates
Approximate 3-4 hours on the phone
Perform other duties as assigned
Preferred
1+ years of experience in software support
Payroll processing or estimating experience or involvement is a plus
Strong understanding of payroll processes, accounting principles, and related software functionalities
Experience working with customer service or technical support teams in a SaaS or software environment is preferred
Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users in a clear and concise manner
Strong problem-solving skills with the ability to troubleshoot complex issues independently while following established protocols
Proficient in using Microsoft Outlook, Word, and Excel; familiarity with Salesforce or other CRM software is a plus
Superior organizational skills and the ability to manage multiple support tickets simultaneously while prioritizing tasks effectively
Ability to maintain detailed, accurate, and timely records
Basic math skills
Knowledge of the construction industry is a plus
Ability to work well as part of a team and independently as needed
Company
Foundation Software
Foundation Software develops FOUNDATION® job accounting, project management and mobile software for the construction industry.
201-500 employees
H1B Sponsorship
Foundation Software has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2021 (1)
2020 (2)
Funding
Current Stage
Growth StageTotal Funding
unknown2020-08-04Acquired
Leadership Team
Linh L.
Chief Information Officer
Steve Antill
Chief Revenue Officer (CRO)
Recent News
Company data provided by crunchbase