Software Technical Support Representative
Aldrich Web Solutions Inc.
Marion, IL US
Posted ago
Aldrich Web Solutions Inc.

Aldrich Web Solutions, a fast-growing and fast-moving technology company in Marion, IL, is looking for a full-time candidate to join our Customer Experience team. Candidate must be available to work on site in Marion, IL; no remote work options for this position. 

This candidate should have strong technical skills, but this is not a typical IT position. The ideal candidate must also have a helpful attitude, friendly personality, strong written and verbal communication skills, and a technical background. This position will require a large amount of Software troubleshooting. Please note the job qualifications listed below.

An Aldrich Web Solutions Customer Experience representative will assist users of our WebAlliance e-commerce platform in their software questions and challenges. They will deal with our clients in a friendly, helpful way to help them find solutions to real issues. Our representatives learn the WebAlliance E-Commerce platform inside and out so that they can know the best answer to the various situations our customers present.

To succeed in this position, the right person will require the following skills: people friendly, well spoken, good at writing, a good communicator, a great problem solver, one who can read between the lines to understand what a customer is meaning over just what they are saying, willing to go the extra mile to help a client, easy to get along with, punctual, not afraid of details, coachable, a great person, and willing to work onsite with teammates. Our Customer Experience team members develop relationships with clients and work with them regularly to help those clients solve their problems. We don’t just “answer calls” – we’re helpful and we help our clients make the most of their systems. 

  • Software Support - Software troubleshooting and general problem solving is preeminent
  • Customer Service - Spend most of the day at your own workstation, troubleshooting and assisting clients via incoming helpdesk requests and phone calls
  • Documentation - Write engaging and informative user’s guides and internal records
  • Testing - Work with other team members to complete Quality Assurance testing on Aldrich Web Solutions software
  • Operations - Ensure up time and reliability of servers and other computer equipment

The perfect candidate for this position:

  • Has strong computer technical skills
  • Has strong critical thinking and analytical skills
  • Is very organized
  • Has strong attention to detail
  • Can adapt and solve problems in a fast-paced working environment
  • Works well on a team
  • Loves working remotely with people, developing relationships with them, and helping them solve problems
  • Has strong verbal and written communication skills
  • Is a strong writer
  • Pushes to do everything with excellence
  • Can effectively pivot between tasks
  • Can implement, improve, follow, and communicate processes

Technical Skills Requirements:

  • Understanding of Windows Server software
  • Comfortable with all aspects of Windows workstations
  • General HTML/CSS knowledge
  • General Database SQL knowledge
  • Basic to Advanced computer networking knowledge
14.00 - 17.00 hourly
About Aldrich Web Solutions Inc.

Aldrich Web Solutions is a local company based in Marion, IL that provides marketing and e-commerce solutions that help businesses grow.

We specialize in B2B e-commerce systems that allow clients to buy online, view past purchases, check and pay invoices, and much more.

We believe in excellence in everything we do. We have high standards for ourselves and our team. We are fanatical about providing our clients an amazing experience. We believe in treating others the way we want to be treated.

Our Core Values are:

  • Deep Integrity
  • Ridiculous Customer Service
  • Radical Respect of Time
  • Sincere Care for Our Team
  • Unusually High Output

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