Technical Support Analyst

Technical Support Analyst – Job Description

We’re HCSS. We’re an innovative construction software company based in Sugar Land, TX and we’ve been recognized as one of the “Best Companies to Work for in Texas” 14 years in a row. We're looking for Technical Support Analysts who are passionate about technology and customer service to join our award winning team as we continue to grow.

As a Technical Support Analyst at HCSS, you'll use your skills, technological aptitude, and independent thinking to solve business problems on the fly. We don't use scripts; we use our heads! If you’re a tech junkie with a passion for helping others and the ability to learn our software, you should consider joining our squad of first responders.

Experience you need:

• 1+ year of exposure to a customer service environment
• Up-to-date on topics and trends in technology
• Ability to troubleshoot difficult technology problems
• Ability to independently learn new software
• Working knowledge of Android and iOS mobile platforms
• Basic knowledge of IPv4 networking
• Basic understanding of databases and web services
• Intermediate knowledge of Windows Desktop Operating Systems (7/8/10)

Some important things our team looks for:

• You are passionate about helping people just as much as you relish problem solving and tinkering with technology
• You love talking to people on the phone, email, or chat to build relationships with your customers
• You are able to empathize with customers in a genuine way that lets them know you care about their issues
• You’re a team player that can follow and lead as situations dictate
• You’re able to make decisions and solve problems
• You have an ability to explain complex issues in beautifully simple terms
• You’re curious and have a natural ability to “zoom out” of a problem, in order to ask the right questions
• You have a desire to build new processes or programs to help scale the team while providing excellent service
• You’re able to plan, organize, and prioritize work – this role wears many hats!

What you'll do:

• Provide instant world-class service to HCSS customers through multiple channels
• Be the customer’s ambassador to all internal departments in order to help customers be successful in their roles
• Take ownership of learning HCSS products in addition to the training provided
• Continuously create helpful documentation through the capture of relevant information during each support interaction
• Recognize and exceed the high standards and expectations of the department
• Flexibility to work scheduled shifts that may be outside normal business hours (as needed)
• Availability to take rotating night and weekend calls (as needed)