Technical Support Representative

Join TOPS Software Corp as a Technical Support Representative in Allen, TX, supporting customers and solving software issues end to end.

Responsibilities

• Talk with customers via phone, email, and web meetings
• Troubleshoot software problems and help users complete the tasks they need
• Investigate issues that may or may not be caused by the company software
• Document what happened so future troubleshooting is faster and more accurate
• Test software and attempt to reproduce or break issues before customers encounter them
• Install and configure software
• Support customer environments involving Windows, databases, networks, backups, and file shares

Requirements

• Natural curiosity and interest in understanding why systems work or do not
• Ability to troubleshoot without quickly concluding the “computer is broken”
• Comfort saying you do not know yet while continuing to investigate
• Ability to explain technical topics to people who are not fluent in computer concepts
• Patience for customer situations involving difficult or malfunctioning computers
• Clear communication in English, both verbally and in writing
• Spanish communication is a plus, not required
• Strong work ethic, willingness to learn, and problem-solving ability
• Relevant technical support or application support experience is definitely helpful (encouraged)

Technologies

• Windows

Benefits

• 100% employer-paid employee medical insurance
• 15 PTO days per year to start + 9 paid holidays
• 401(k) and annual discretionary bonus
• Small-company environment where you will actually know the people you work with
• Quarterly fun company outings
• Beer and snacks available in the kitchen
• Workplace where you actually like your coworkers
• 401(k) matching
• Health insurance
• Paid time off

Job Overview

• Software company serving the packaging and logistics industry
• Work location: In person
• Expected hours: 40.0 per week
• Location: Allen, TX (onsite)

What TOPS Values

• Curiosity
• Problem-solving
• Common sense
• Communication
• Adaptability
• Integrity
• Work ethic

Additional Notes

• Degree requirements are flexible: Computer Science degrees are a plus
• 0 years of IT experience can still be a fit
• Focus is on learning, reasoning, troubleshooting, and communicating
• You will work directly with experienced people and take on real responsibility (not limited to password resets)
• You may be pulled into tasks beyond the core job description; comfort with that matters
• Culture fit and personal alignment are important