Technical Support Representative Construction Software Technologies
The primary responsibility of a Technical Support Representative is to respond to inbound customer support
requests. Inbound support requests consist of phone calls, instant message chats, and email type requests.
The primary customers supported are Invitation to Bid (ITB) recipients, iSqFt for Sub Contractors subscribers, iSqFt
Takeoff software subscribers and iSqFt for Manufacturers subscribers.
The Technical Support Rep is to solve the difficulties that prevent the user from accessing the Web site. A Technical
support rep also focuses on addressing any usage issues the user may have with the Web site or software.
A secondary responsibility of a Technical Support Representative is to respond to iSqFt for General Contractors support
calls when an overflow situation occurs on the GC support inbound phone queue.
Essential Duties & Responsibilities:
? Resolve the users? issues with the Web site as well as answer all site usage questions.
? Resolve both technical and non-technical issues.
? Support Takeoff software package.
? Document all user interactions.
? Report web site issues to the manager or appropriate party.
? Work with Accounting and Sales departments to establish user accounts and resolve any account issues.
Essential Knowledge, Skills & Abilities:
? Knowledge of browsers (Google Chrome, Firefox, Internet Explorer, Safari).
? Knowledge of Microsoft products (primarily Excel, Word, and Outlook). SQL knowledge is a plus, not required.
? Knowledge of Windows XP, Vista and 7. Mac O/S knowledge is a plus, not required.
? Ability to communicate written and verbally with internal and external usersgroups in a professional manner.
? Ability to multi-task and work in a fast-paced environment.
Experience and Educational Requirements:
? 1-2 years in a customer support environment.
? High School diploma.
Physical Demands & Work Environment:
? Able to sit at desk for prolong periods of time.
? Heavy telephone and computer use for extended periods with reasonable accommodation.
Reporting to this position: None
||4500 Lake Forest Drive |
Cincinnati, OH 45242