Software Support Representative

About this role

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.

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. 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 Experience as a team lead or supervisor in a previous role

Experience in providing technical support for software providers 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