Support Technician
Company Summary
LCPtracker, Inc. is a cloud-based software (SaaS) provider specializing in labor compliance for public works construction projects. Headquartered in Orange, CA – with offices in New Braunfels, TX and Fenton, MI. LCPtracker helps government agencies and prime contractors meet Davis-Bacon/prevailing wage compliance requirements on projects backed by federal, state, and/or local funding.
Thousands of clients and over 100,000 contractors use LCPtracker for their certified payroll and construction site compliance needs. LCPtracker has been recognized year after year since 2017 as one of the “Best Places to Work” in Orange County by the Orange County Register.
Position Summary
Handle incoming customer phone calls and answer all daily emails quickly and efficiently with the highest level of professionalism.
Primary Duties and Responsibilities
- Handle incoming customer phone calls and answer all daily emails quickly and efficiently with the highest level of professionalism.
- Learn and be proficient in using and providing support for LCPtracker software and systems
- Use multiple web applications simultaneously
- Identify customer’s needs, clarify information, research issues and provide solutions and/or alternatives
- Build sustainable customer relationships and engage clients by going the extra mile
- Assist customers with technical difficulties experienced with LCPtracker and escalate issues as appropriate
- Use the company's CRM system, FreshService, to document all communication with customers
- Follow-up with customers in regard to problems, concerns, and/or questions about current, outstanding and pending cases
- Become knowledgeable about LCPtracker’s software and services
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Work Environment
This position operates in a professional office environment and role routinely uses standard office equipment such as computers, phones, mobile devices, photocopiers, filing cabinets and fax machines.
Physical Demands
While performing the functions of this job, the employee is regularly required to sit; frequently required to talk and hear, use hands and fingers to type, scroll and use computer equipment. The employee is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection of text/data in both print and electronic forms. Ability to lift and move up to 25 pounds.
Position Type and Expected Hours of Work
This is a Fulltime Non-Exempt position, reporting onsite to our New Braunfels, TX office. Working hours are Monday - Friday, 8am-5pm. Days/hours worked are dependent on the workload at the time. General availability and presence in the office is expected during regular business hours Monday -Friday. Days/hours worked subject to change and are dependent on the workload at the time.
Travel
There is no major travel requirement for this position. However, infrequent travel may be necessary to visit remote office(s), attend conferences/industry events, etc. Attendance at our annual corporate Staff Retreat is required, which typically takes place in December. This event is a 2-3-day retreat. Attendance at LCPtracker Conference(s) as assigned.
Salary Range
Support Technician hourly rate $21.00 - $22.00 per hour. Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
Benefits
Along with competitive pay, as a full-time LCPtracker employee, you are eligible for the following benefits:
- Paid Time Off
- 10 Paid Holidays
- Phantom Stock
- 401k Plan with up to 4% company match
- Medical Benefits (Health, Vision and Dental)
- Life Insurance (company paid)
- Long-Term Disability and Short-Term Disability (company paid)
- Employee discounts and perks program
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LCPtracker participates in the E-Verify Program. E-Verify is an internet-based system operated by the Department of Homeland Security and the Social Security Administration. It allows employers to confirm an individual’s employment eligibility to work in the United States. View the attached notices, available in English and Spanish, for important information regarding the E-Verify program. E-Verify Notice (PDF); Right to Work Notice (PDF)
LCPtracker, Inc. is an equal opportunity employer of all qualified individuals, including minorities, women, veterans, and individuals with disabilities, and regardless of sexual orientation or gender identity. LCPtracker, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with all federal, state, and local ordinances.
LCPtracker is committed to the full inclusion of all qualified individuals. In keeping with our commitment, LCPtracker will take steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact the LCPtracker Human Resources Department at [email protected].
Qualifications
Education and Experience
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High School Diploma or equivalent
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Basic computer knowledge
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Customer Service experience and knowledge
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Ability to manage your assignments and meet deadlines
