Customer Experience Representative - Technical Support

at  BIS Safety Software

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.

• Providing outstanding technical support for customers
• Responding to telephone and email inquiries from individuals utilizing our online software
• Following up on customer requests to ensure complete handling of the caller’s inquiry
• Creating cases for new features and solutions for our development team to implement
• Testing cases released by the development team to ensure proper functioning
• Making suggestions for ways of improving workflows and processes
• Recording and forwarding customer feedback to the appropriate areas
• Educating and providing training to customers on using various aspects of the software
• Tracking frequent call types for discussion during weekly meetings
• Participating in daily team meetings