Support Technician

The Support Technician is responsible for assisting the IT Lead in managing all technology systems that support daily operations, sales, and seasonal programs. This role’s primary function is to handle in-season customer support and assist the IT Lead in ensuring reliable performance of CRM, order processing, inventory tracking, internal software, and communications. During non-peak times, the Support Technician will assist the IT Lead with system upgrades and improvements.The job description will be updated once we fully switch to the Sowzer platform, as the responsibilities will change. Key Responsibilities Help Desk - 50% Provide customer-facing technical and service support for our ecommerce platform, assisting customers and chairpersons with account and system questions, file and data uploads, order-related issues, troubleshooting, and other platform-related problems Respond to or route emails, voicemails, and other inquiries that come in through Fundraising Support in a timely manner Support & Training – 30% Assist in training and troubleshooting for seasonal and permanent staff on CRM systems, mobile tools, and internal software. Assist IT Lead in day-to-day IT support for office staff, sales team, and other employees Draft and maintain simple, user-friendly guides, FAQs, and documentation for recurring technical tasks. Document fixes and outcomes of commonly reported issues for the creation of runbooks Help test new software tools, workflow improvements, or system integrations before they are rolled out to the wider team. Assist with tasks for software vendors and IT service partners Recommend new tools to improve efficiency or reduce manual work Qualifications Customer Service experience: 1-3 years Technical Knowledge: Solid working knowledge of desktop support (Windows/Mac), basic network troubleshooting (Wi-Fi, LAN), and peripheral device management (printers, tablets). Ability to troubleshoot quickly under pressure (especially during peak season) Strong communication with non-technical team members and end customers Highly organized and able to manage multiple priorities Strong technical background Ability to work and research independently Preferred (Not Required) Experience in greenhouse, agriculture, retail, or seasonal businesses Knowledge of inventory or order management systems Basic understanding of CRM systems Mix of office and greenhouse environments Increased workload and urgency during spring season and fundraising periods Occasional after-hours or weekend support during peak times About Foertmeyer and Sons Greenhouse Founded in 1988, Foertmeyer and Sons Greenhouse is a family-owned Ohio grower dedicated to producing exceptional flowering plants and helping organizations achieve their fundraising goals. Foertmeyer combines decades of horticultural and fundraising experience with state-of-the-art technology and operational support to provide schools and community organizations with a complete fundraising solution. As we continue to grow, we are seeking sales professionals who can expand our reach, develop new markets and customer relationships, and build high-value business that can grow year after year. #J-18808-Ljbffr Foertmeyer & Sons Greenhouse