Customer Experience Representative - Technical Support (Evenings/Weekend)

Job content

Do you love helping people? Do you find it fulfilling when you are able to solve a problem for someone? If so, we’d like to hear from you.

_BIS Safety Software_ is a fast-paced, high-growth organization providing leading software for the safety industry. We are expanding our team and are looking to add a positive, upbeat team member who cares deeply about delivering amazing customer service.

The successful applicant will be responsible for providing outstanding customer service that includes software support for our users, ongoing training and support for system administrators, and technical support for our resellers. Essentially, you will be the first point of contact when a user needs technical assistance. This position will require weekend/evening availability.

What you bring to the table:

A minimum of 2 years experience delivering exceptional customer service

Enjoy working with people, helping to solve their problems

Possess excellent listening skills

Work well independently as well as being a great team player

Exhibit great leadership qualities, acting as a mentor to other team members

Display a positive and friendly demeanor when dealing with customers over the phone

Possess strong computing skills (you need a strong understanding of computer programs and how they work)

Handle complex inquiries independently

Thrive in a busy environment

Demonstrate advanced customer service skills

View inquiries as opportunities to exceed customer expectations

Consistently maintain a positive attitude

Have strong English written and oral communication skills

Proficiency in Microsoft Word and Excel

Here’s what you’ll be doing:

Providing outstanding technical support for customers

Responding to telephone and email inquiries from individuals utilizing our online software

Following up on customer requests to ensure complete handling of the caller’s inquiry

Creating cases for new features and solutions for our development team to implement

Testing cases released by the development team to ensure proper functioning

Making suggestions for ways of improving workflows and processes

Recording and forwarding customer feedback to the appropriate areas

Educating and providing training to customers on using various aspects of the software

Tracking frequent call types for discussion during weekly meetings

Participating in daily team meetings

Bonus points if you have (these are assets, but not required):

Experience as a team lead or supervisor in a previous role

Experience in providing technical support for software providers

Spanish or French language skills

Salary ranges are based on experience, reflecting the unique skillset each individual brings to the role. In addition to this salary, we offer full medical (health, dental, and vision) coverage as well as life insurance and disability insurance.

_Job ID

Job Type: Full-time

Pay: $18.00-$24.00 per hour

Benefits:

Dental care

Extended health care

Life insurance

On-site parking

Paid time off

Schedule:

8 hour shift

Evening shift

Weekends as needed