Aspire Technologies Inc

About the Position
Aspire Technologies, the developer of QuoteWerks sales quoting software, is seeking an experienced Software Technical Support Representative to join our Orlando-based team. This is a technical troubleshooting and software help desk position, not a general customer service or Customer Success role.
We are looking for someone who already has professional experience diagnosing and resolving software-related issues, assisting customers over the phone, and working through technical problems in a business software environment. The ideal candidate has at least 3 years of hands-on professional technical support experience, preferably supporting SaaS or other business software applications.
You should be comfortable investigating technical issues, asking the right diagnostic questions, explaining solutions to customers with varying levels of technical knowledge, and independently researching problems you haven't encountered before. We're looking for someone who enjoys the technical side of support and takes genuine satisfaction in figuring out how things work.
What You'll Be Doing
As a member of our Technical Support Team, you will:
<ul>
<li>Provide phone-based and email technical support to customers who use QuoteWerks software</li>
<li>Troubleshoot and resolve software functionality, configuration, installation, integration, and other technical issues</li>
<li>Diagnose problems by asking targeted questions, gathering relevant information, and systematically identifying possible causes and solutions</li>
<li>Respond to technical support tickets and emails, documenting issues and resolutions clearly</li>
<li>Assist customers with varying levels of technical knowledge, explaining complex concepts in understandable terms</li>
<li>Develop a thorough understanding of QuoteWerks and the CRM, PSA, accounting, and other business applications with which it integrates</li>
<li>Collaborate with our development team to investigate, reproduce, and resolve issues</li>
<li>Participate in QA testing of QuoteWerks updates and integrated applications</li>
<li>Contribute to internal documentation, knowledge sharing, and improvements to support processes</li>
<li>Participate in professional services and customer training as you develop your expertise</li>
</ul>
Required Qualifications
To be considered for this position, candidates must meet the following requirements:
<ul>
<li>Minimum 3 years of professional experience in a technical support, software help desk, or application support role, providing hands-on troubleshooting and problem resolution.</li>
<li>Direct experience supporting business software applications, preferably SaaS products, in a professional environment.</li>
<li>Previous phone-based technical support experience, including working directly with customers to diagnose and resolve software issues. General customer service or call center experience alone does not meet this requirement.</li>
<li>Demonstrated ability to troubleshoot technical problems, investigate root causes, and guide customers to resolutions.</li>
<li>Working familiarity with Windows operating systems, common software configurations, and general computer/network troubleshooting concepts.</li>
<li>Experience managing technical support tickets, documenting resolutions, and following issues through to completion.</li>
<li>Strong verbal and written communication skills, including the ability to explain technical concepts clearly and professionally.</li>
<li>Ability to manage multiple support requests, prioritize effectively, and work both independently and collaboratively.</li>
</ul>
Preferred Qualifications
We are particularly interested in candidates who bring additional technical experience, including:
<ul>
<li>3+ years of professional experience in software technical support, application support, or similar technical roles.</li>
<li>Experience supporting a SaaS product or business software application used by external customers.</li>
<li>Familiarity with at least one CRM platform, such as Salesforce, HubSpot, Zoho CRM, ConnectWise, or Autotask, including an understanding of how CRM systems organize and manage customer and sales information.</li>
<li>Basic knowledge of programming, scripting, or web technologies such as SQL, C#, VB, JavaScript, HTML, or similar languages.</li>
<li>Experience troubleshooting software integrations, data synchronization, databases, or application configuration issues.</li>
<li>Professional experience with software testing, technical documentation, implementation, or customer training.</li>
</ul>
What Makes Someone Successful Here?
Beyond your technical experience, we're looking for someone who:
<ul>
<li>Enjoys troubleshooting. You are naturally curious, methodical, and motivated to figure out why something isn't working.</li>
<li>Takes ownership. You follow issues through rather than simply passing them along.</li>
<li>Communicates confidently. You already know how to manage a technical support phone conversation, ask effective questions, and guide customers through solutions.</li>
<li>Is patient and adaptable. You can work comfortably with customers who have different levels of technical knowledge.</li>
<li>Is resourceful. You know when to investigate independently, when to consult documentation, and when to ask for assistance.</li>
<li>Welcomes feedback. You are receptive to coaching and interested in continually improving your technical knowledge and communication skills.</li>
<li>Works well with others. You contribute positively to a collaborative, close-knit technical team.</li>
</ul>
Why Join QuoteWerks?
At Aspire Technologies, our Technical Support Team does more than answer calls and close tickets. Our technicians work directly with customers to solve real technical problems and have access to the people who develop the software they support. We offer:
<ul>
<li>A stable, established software product with a worldwide customer base</li>
<li>An established technical career progression structure, with opportunities for salary increases as you advance through proficiency levels</li>
<li>Additional earning opportunities through professional services and customer training as your expertise grows</li>
<li>Medical, dental, vision and 401(k) benefits and performance bonus opportunities</li>
<li>A consistent Monday–Friday schedule, 8:45 a.m. to 5:15 p.m., with no nights or weekends</li>
</ul>
Work Location
This is a 100% on-site position in Orlando, Florida, near the Mall at Millenia.
Remote and hybrid work arrangements are not available. Candidates must be able to commute reliably to our Orlando office.
Salary Range: $55-$65K annually, depending upon experience level
This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the organization.

Software Technical Support Representative (B2B / SaaS)

Software Technical Support Representative (B2B / SaaS)

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