Software Support Representative

Job summary

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.

Job details

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. \n 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 \n $23 - $24 an hour Salary ranges are based on experience, reflecting the unique skillset each individual brings to the role. \n 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 [http://www.bissafety.ca/careers] for more information. We sincerely thank all applicants for their interest. Only those selected for interviews will be contacted. Job ID #T202607-09CCE

What you’ll do

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.

Requirements

Requires a minimum of 2 years of experience in customer service and proficiency in Microsoft Word and Excel. Candidates should possess strong computer skills and the ability to handle complex customer inquiries in a fast-paced environment.

Benefits

• 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

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Microsoft Excel · Preferred
• Troubleshooting · Preferred
• Microsoft Word · Preferred
• Communication Skills · Preferred
• Relationship Building · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

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

Job areas

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