Technical Support Representative

This position is responsible for supporting web-based and cloud-based products and services via inbound email cases or telephone calls to address and resolve technical support request from IRON Solutions end users/customers. This is a full-time position based in Franklin, TN and reports to the Technical Support Supervisor.

• Respond to and track customer questions and issues via support cases.  
• Escalate bug fixes or enhancement requests.
• Participate in daily team scrum calls and communicate the most common customer service requests and resolution suggestions.
• Communicate effectively (through written responses and verbally by phone) with individuals/teams to ensure high quality and timely expedition of customer requests. 
• Help customers in the configuration, navigation, and utilization of all IRON products and services (IRON HQ, Real-Time Guides, IRON Site, IRONSearch.com, and IRONBuilder.com).
• Contribute to ideas that resolve problems to better serve the customer and/or improve productivity.  
• Ability to interact directly with end users and maintain a proactive, positive approach to customer care and problem resolution.

• Prior experience with CRM, ecommerce, or sales force automation applications a plus.  
• Proven track record of mastering a variety of software programs and/or online platforms and effectively providing technical support to end users.   
• Strong technical and research skills to be able to provide technical support to our customers who use our software and web products.  
• Must be computer savvy, technically competent and a quick, perpetual learner of software and online application.
• 2+ years of technical support experience in a call center/BPO is a plus.  
• Excellent written and verbal communication skills. 
• Organized and detail-oriented problem-solver.  
• Strong desire to embrace a challenge and follow-through to resolution.
• Excellent interpersonal skills.
• Bachelor’s degree a plus.