Software Support Representative

Résumé du poste

Provide technical support to customers via phone and email to resolve software issues and guide them on best practices. Collaborate with internal development teams to document feature requests and test new software updates for quality assurance.

Détails du poste

BIS Safety Software is a SaaS company on a mission to change how organizations manage safety, learning, and compliance. Since 2006, we've been committed to delivering exceptional customer experiences, helping organizations get the most out of our software while supporting safer, more compliant workplaces. As we continue to grow, we're looking for someone who is passionate about creating exceptional client experiences and helping organizations successfully adopt our software. About the Role As a Software Support Representative, you'll be the first point of contact for our customers, providing exceptional, knowledgeable technical support and helping them get the most out of our software. You'll solve problems, build strong relationships, and create positive experiences that leave a lasting impression. If you're passionate about helping people and enjoy a fast-paced, collaborative environment, this could be the role for you. This is an in-person role based out of our Sherwood Park, AB office. In this role, you'll be expected to: Deliver exceptional technical support to customers via phone and email, ensuring timely and effective resolution of inquiries Build trusted relationships with customers by providing friendly, knowledgeable, and solution-focused support Troubleshoot software issues and guide customers through best practices to help them get the most out of the BIS Safety Software platform Educate customers on software features and functionality through clear explanations and product guidance Document customer inquiries, feature requests, and enhancement ideas to support continuous product improvement Test new features and software updates to ensure quality and functionality before release Partner with Development and other internal teams to resolve complex issues and advocate for customer needs Identify opportunities to improve internal processes, support documentation, and the overall customer experience Monitor recurring customer trends and feedback to help drive continuous improvements across the business Contribute to a collaborative, customer-focused team by participating in daily meetings and sharing knowledge with colleagues You might be the right fit if you: Minimum of 2 years of experience delivering exceptional customer service Enjoy helping people and solving problems Possess strong computer skills and the ability to quickly learn new software Possess excellent listening and communication skills Confidently handle complex customer inquiries Thrive in a fast-paced, dynamic environment Maintain a positive attitude and strong attention to detail Proficiency in Microsoft Word and Excel Bonus points if you have: Experience as a team lead or supervisor in a previous role Experience in providing technical support for software providers Compensation and benefits: Employee Stock Ownership Plan (ESOP) Full medical, dental, and vision coverage Life insurance and disability insurance Health spending account Flexible working hours On-the-job training and growth opportunities Free on-site parking About BIS: BIS Safety Software has been headquartered in Sherwood Park, Alberta, since 2006. We build software that helps organizations manage safety training, learning, and compliance - and we’re growing! A few things that make us different: we don’t use job titles internally - we value humility and contribution over hierarchy. We move fast, integrate new ideas quickly, and give people real ownership of their work. And through our Employee Stock Ownership Plan (ESOP), you have the opportunity to own a piece of the company you’re helping build. How to apply: Visit our Careers Page for more information. We sincerely thank all applicants for their interest. Only those selected for interviews will be contacted. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us Job ID #T202607-09CCE We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Salary ranges are based on experience, reflecting the unique skillset each individual brings to the role.

Ce que vous ferez

Provide technical support to customers via phone and email to resolve software issues and guide them on best practices. Collaborate with internal development teams to document feature requests and test new software updates for quality assurance.

Exigences

Requires a minimum of 2 years of experience in customer service with strong computer proficiency and communication skills. Experience in software technical support or a leadership role is considered a bonus.

Avantages

• Employee Stock Ownership Plan (ESOP) • Full medical coverage • Dental coverage • Vision coverage • Life insurance • Disability insurance • Health spending account • Flexible working hours • On-the-job training and growth opportunities • Free on-site parking

Compétences indiquées

• Service à la clientèle · Souhaitée
• Résolution de problèmes · Souhaitée
• Microsoft Excel · Souhaitée
• Documentation · Souhaitée
• Troubleshooting · Souhaitée
• Microsoft Word · Souhaitée
• Communication Skills · Souhaitée
• Relationship Building · Souhaitée
• Technical Support · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Technical Support
• Customer Service
• Troubleshooting
• Communication Skills
• Microsoft Word
• Microsoft Excel
• Problem Solving
• Product Guidance
• Software Testing
• Relationship Building
• Documentation
• Listening Skills

Domaines d’emploi

• Customer Service & Support
• Software
• Technology
• Security & Safety