Software Support Representative

Job description

**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. ### 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