{"schemaVersion":"jobsearcher.job.v1","id":"995426898efb4eb3ee7a9f6b","url":"https://jobsearcher.com/jobs/995426898efb4eb3ee7a9f6b","canonicalUrl":"https://jobsearcher.com/jobs/995426898efb4eb3ee7a9f6b","title":"Technical Services Representative","description":"*Role Summary*\n\nThe Technical Services Representative is responsible for ensuring the reliability, stability, and day-to-day effectiveness of all eCom platforms and services. This role ensures that client workflows, operational standards, and service procedures are clearly documented, consistently followed, and continuously refined to support the Client’s business needs.\n\nThe position requires a strong analytical mindset, with an emphasis on identifying trends, evaluating data, creating solutions, and driving ongoing process improvements. Serving as the primary point of contact for eCom’s clients and end users, the Technical Services Representative assists with questions, issues, or challenges related to the use of the company’s applications, products, and services.\n\n*Customer Service & Client Partnership*\n\n* Provide outstanding customer service and professional representation while managing customer requests, issues, and escalations.\n* Serve as the Subject Matter Expert (SME) for assigned client(s), maintaining a strong understanding of their business, workflows, products, and support requirements.\n* Maintain proactive client communication and follow-through to ensure issues are resolved and expectations are met.\n\n*Customer Training & Support*\n\n* Lead new customer onboarding and comprehensive training on eCom products, services, and processes.\n* Provide ongoing customer training, assistance, webinars, and product education.\n* Develop and deliver core product training for internal teams as needed.\n\n*Support & Ticket Management*\n\n* Manage the lifecycle of software and support tickets, including clarification, prioritization, assignment, escalation, tracking, and resolution.\n* Identify and assess any client / user issues that may arise from time to time.\n* Proactively manage urgent, aging, and stale tickets to ensure appropriate attention and timely resolution.\n* Ensure support tickets contain complete and accurate troubleshooting, reproduction, resolution, and customer communication details.\n* Coordinate with Product, Engineering, and other internal teams to resolve complex customer issues.\n\n*Analytics, Metrics & Service Performance*\n\n* Monitor, analyze, and report periodic support metrics, including SLA performance, ticket volumes, aging, backlog, and service trends.\n* Analyze support activity to identify recurring issues, service degradation, performance deficiencies, and opportunities for improvement.\n* Translate service analytics into actionable recommendations and drive corrective actions with appropriate teams.\n* Provide client-specific analytics and special reporting as required.\n\n*Incident & Problem Management*\n\n* Support incident activities, including escalation, coordination, communication, and resolution of customer-impacting issues.\n* Participate in Root Cause Analysis (RCA) and identify corrective and preventative actions for significant or recurring issues.\n* Track recurring service issues and corrective actions through resolution.\n\n*Documentation & Continuous Improvement*\n\n* Create and maintain client documentation, knowledge articles, runbooks, technical guidelines, and Service Desk operating procedures.\n* Identify and implement opportunities to streamline support processes and improve operational efficiency and customer experience.\n* Perform other duties and responsibilities as assigned.\n\n*Knowledge and Skills Requirements*\n\n* Minimum of 5yrs in technical service operations and support\n* Bachelor's degree in computer science (or related field) preferred but not required\n* Technical Certifications preferred but not required.\n* SQL / Database Querying – Ability to write and execute SQL queries to retrieve, validate, and troubleshoot data.\n* Scripting – Ability to write, modify, and troubleshoot scripts used for data processing, automation, file manipulation, and issue resolution. Experience with scripting languages such as PowerShell, Python, JavaScript, VBA, or similar technologies is preferred\n* Data Analysis & Troubleshooting – Ability to analyze data across multiple systems, identify discrepancies, determine root causes, and validate corrective actions\n* Proficient in Microsoft Office, web-based applications, software navigation and understanding\n* Commitment to continuous learning and improvement.\n* Sound communication, customer interaction, and interpersonal skills\n* Highly motivated, energetic, self-starter, passionate about technology and helping people successfully use it\n\nJob Type: Full-time\n\nPay: $70,000.00 - $75,000.00 per year\n\nBenefits:\n* 401(k)\n* Dental insurance\n* Health insurance\n* Life insurance\n* Paid time off\n* Vision insurance\n\nWork Location: In person","company":"Ecomsystems","rawCompany":"ecomsystems","city":"Sarasota","state":"FL","isRemote":false,"isActive":false,"createdAt":"2026-08-27T11:53:38.593Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Services Representative","description":"*Role Summary*\n\nThe Technical Services Representative is responsible for ensuring the reliability, stability, and day-to-day effectiveness of all eCom platforms and services. This role ensures that client workflows, operational standards, and service procedures are clearly documented, consistently followed, and continuously refined to support the Client’s business needs.\n\nThe position requires a strong analytical mindset, with an emphasis on identifying trends, evaluating data, creating solutions, and driving ongoing process improvements. Serving as the primary point of contact for eCom’s clients and end users, the Technical Services Representative assists with questions, issues, or challenges related to the use of the company’s applications, products, and services.\n\n*Customer Service & Client Partnership*\n\n* Provide outstanding customer service and professional representation while managing customer requests, issues, and escalations.\n* Serve as the Subject Matter Expert (SME) for assigned client(s), maintaining a strong understanding of their business, workflows, products, and support requirements.\n* Maintain proactive client communication and follow-through to ensure issues are resolved and expectations are met.\n\n*Customer Training & Support*\n\n* Lead new customer onboarding and comprehensive training on eCom products, services, and processes.\n* Provide ongoing customer training, assistance, webinars, and product education.\n* Develop and deliver core product training for internal teams as needed.\n\n*Support & Ticket Management*\n\n* Manage the lifecycle of software and support tickets, including clarification, prioritization, assignment, escalation, tracking, and resolution.\n* Identify and assess any client / user issues that may arise from time to time.\n* Proactively manage urgent, aging, and stale tickets to ensure appropriate attention and timely resolution.\n* Ensure support tickets contain complete and accurate troubleshooting, reproduction, resolution, and customer communication details.\n* Coordinate with Product, Engineering, and other internal teams to resolve complex customer issues.\n\n*Analytics, Metrics & Service Performance*\n\n* Monitor, analyze, and report periodic support metrics, including SLA performance, ticket volumes, aging, backlog, and service trends.\n* Analyze support activity to identify recurring issues, service degradation, performance deficiencies, and opportunities for improvement.\n* Translate service analytics into actionable recommendations and drive corrective actions with appropriate teams.\n* Provide client-specific analytics and special reporting as required.\n\n*Incident & Problem Management*\n\n* Support incident activities, including escalation, coordination, communication, and resolution of customer-impacting issues.\n* Participate in Root Cause Analysis (RCA) and identify corrective and preventative actions for significant or recurring issues.\n* Track recurring service issues and corrective actions through resolution.\n\n*Documentation & Continuous Improvement*\n\n* Create and maintain client documentation, knowledge articles, runbooks, technical guidelines, and Service Desk operating procedures.\n* Identify and implement opportunities to streamline support processes and improve operational efficiency and customer experience.\n* Perform other duties and responsibilities as assigned.\n\n*Knowledge and Skills Requirements*\n\n* Minimum of 5yrs in technical service operations and support\n* Bachelor's degree in computer science (or related field) preferred but not required\n* Technical Certifications preferred but not required.\n* SQL / Database Querying – Ability to write and execute SQL queries to retrieve, validate, and troubleshoot data.\n* Scripting – Ability to write, modify, and troubleshoot scripts used for data processing, automation, file manipulation, and issue resolution. Experience with scripting languages such as PowerShell, Python, JavaScript, VBA, or similar technologies is preferred\n* Data Analysis & Troubleshooting – Ability to analyze data across multiple systems, identify discrepancies, determine root causes, and validate corrective actions\n* Proficient in Microsoft Office, web-based applications, software navigation and understanding\n* Commitment to continuous learning and improvement.\n* Sound communication, customer interaction, and interpersonal skills\n* Highly motivated, energetic, self-starter, passionate about technology and helping people successfully use it\n\nJob Type: Full-time\n\nPay: $70,000.00 - $75,000.00 per year\n\nBenefits:\n* 401(k)\n* Dental insurance\n* Health insurance\n* Life insurance\n* Paid time off\n* Vision insurance\n\nWork Location: In person","datePosted":"2026-08-27T11:53:38.593Z","dateModified":"2026-08-27T11:53:38.593Z","hiringOrganization":{"@type":"Organization","name":"Ecomsystems","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Sarasota","addressRegion":"FL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"995426898efb4eb3ee7a9f6b"},"url":"https://jobsearcher.com/jobs/995426898efb4eb3ee7a9f6b"}}