Job description

Position: Technical Support Representative for commercial software

Salary: $20 - $30 per hour

Summary:

We are looking for a technical support representative to join our team. But not any old help desk rep will do, because our client contacts range from SQL server admins to end users with limited computer skills. You will be helping end- users configure and use our application, as well as helping IT departments install it.

Work from home, relaxed work environment and minimal supervision.

• Long-term 1099 contract with potential to hire as full-time employee

• 100% telecommuting

• 8 a.m. – 5 p.m. Central time, Monday - Friday

• Must be legally authorized to work for any employer in the United States with no sponsorship required

• No 3rd party candidates, recruiters, or B2B

Responsibilities:

Our product is a custom electronic medical records Windows program designed to support college counseling centers. The program files and SQL database are installed by customer IT groups on their servers, and used by center staff. You will be responsible for providing support to all customer groups via email and phone calls. Your responsibilities will include:

• Become power user of our software

• Analyze issues and determine root causes

• Troubleshoot problems

• Provide solutions and evaluate success. (For technical problems, you should have the ability to research similar issues online and customize solutions to the current situation.)

• Maintain detailed records of interactions with customers in our ticketing system

• Escalate issues as required

• Work with team members in other departments to resolve customer issues

Job Requirements:

• Must be a very ethical person. We work in an industry where ethics and confidentially are crucial to both the success of our company and our customers. (Listing this requirement first was intentional.)

• Self-motivated, ability to work with minimal supervision

• Focused on providing the best customer experience possible (We don’t cold call. Our customers find us by word of mouth, so maintaining our reputation is among our top priorities.)

• Quick thinking balanced with accuracy

• Communicate clearly, effectively, and professionally in writing. Must be able to explain complex situations and solutions in simple terms to users with no technical knowledge. Strong grammar, spelling and punctuation skills.

• Strong problem solving skills

• Experience supporting Windows applications.

• Experience troubleshooting MS SQL Server settings, database back up and restore, and executing scripts

• 3-5 years relevant work experience

Other beneficial skills:

• Experience troubleshooting IIS settings

• MS Word / Excel mail merge, VLOOKup, and sort/subtotal

• Related college degree (Although no college degree is required, you must have relevant, verifiable work experience.)

• Bilingual English / Spanish

Company Overview:

Titanium Software, Inc. is based in Houston, Texas, and was incorporated in 1998. We currently have 11 employees and long-term contractors. The primary company focus is developing and marketing the Titanium Schedule application which is the leading university counseling center management software package. We have an excellent reputation among our customers and are considered the gold standard in the field. We have over 1400 installations worldwide and average 100 new installations per year.

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Benefits:

• Paid time off
• Retirement plan

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
This position is 100% work remote.

Education:

• High school or equivalent (Preferred)

Work Location: Remote

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