Customer Experience Representative - Technical Support

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 is an in-person role based out of our Sherwood Park, AB office.What you bring to the table:
A minimum of 2 years experience delivering exceptional customer serviceEnjoy working with people, helping to solve their problemsPossess excellent listening skillsWork well independently as well as being a great team playerExhibit great leadership qualities, acting as a mentor to other team membersDisplay a positive and friendly demeanor when dealing with customers over the phonePossess strong computing skills (you need a strong understanding of computer programs and how they work)Handle complex inquiries independentlyThrive in a busy environmentDemonstrate advanced customer service skillsView inquiries as opportunities to exceed customer expectationsConsistently maintain a positive attitudeHave strong English written and oral communication skillsProficiency in Microsoft Word and ExcelHere's what you'll be doing:
Providing outstanding technical support for customersResponding to telephone and email inquiries from individuals utilizing our online softwareFollowing up on customer requests to ensure complete handling of the caller's inquiryCreating cases for new features and solutions for our development team to implementTesting cases released by the development team to ensure proper functioningMaking suggestions for ways of improving workflows and processesRecording and forwarding customer feedback to the appropriate areasEducating and providing training to customers on using various aspects of the softwareTracking frequent call types for discussion during weekly meetingsParticipating in daily team meetingsBonus points if you have (these are assets, but not required):
Experience as a team lead or supervisor in a previous roleExperience in providing technical support for software providersSpanish or French language skillsSalary 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 Why join usAt BIS, we pride ourselves in being very entrepreneurial in nature.
Our office is an open environment that lends itself to collaboration and organic learning.
We integrate new ideas and best practices quickly when they further the development of our software and company.
This flexibility is a key part of our culture and a reflection of our insightful and collaborative team.Another key part of our culture is our purposeful avoidance of titles.
We don't use titles as they don't reflect the value we place in humility.
In our eyes, all team members are valuable, everyone is willing to help accomplish goals, and everyone is driven to take their role one step further, so we don't need titles!We'd love to hear from youIf this describes you, please submit a creative application that is sure to grab our attention.
Submit your résumé and cover letter in confidence through this posting.Visit our Careers Page to learn more.We sincerely thank all applicants for their interest, however, only applicants selected for interviews will be contacted.Job Type:
Full-timePay:
$20.00-$24.00 per hourBenefits:
Casual dress Company events Dental care Disability insurance Employee stock purchase plan Extended health care Flexible schedule Life insurance On-site parking Paid time off Vision careSchedule:
Monday to Friday Weekends as needed