Customer Experience Representative - Technical Support (Remote)

About the job

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.

Who We Are

Founded in 2006, BIS is proudly headquartered in Sherwood Park, Alberta. We have developed a world class software solution by emphasizing client relationships and continuous innovation, and we are looking to continue our growth across North America and around the world.

About the Role

You'll be stepping into an existing role focused on 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 requires consistent availability during afternoon and evening hours. Candidates must be able to work 2:00 PM – 10:30 PM EST, Monday through Thursday, with an additional day shift on either Saturday or Sunday.

You might be the right fit if you:

• Have 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

In this role, you'll be expected to:

• Provide outstanding technical support to our customers
• Respond to telephone and email inquiries from individuals utilizing our online software
• Follow up on customer requests to ensure complete handling of the caller’s inquiry
• Create cases for new features and solutions for our development team to implement
• Test cases released by the development team to ensure proper functioning
• Make suggestions for ways of improving workflows and processes
• Record and forward customer feedback to the appropriate areas
• Educate and provide training to customers on using various aspects of the software
• Track frequent call types for discussion during weekly meetings
• Participate in daily team meetings