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About the Role
As a Software Support Representative, you will be the primary contact for customers, offering excellent technical support and assisting them in maximizing the value of our software. Your responsibilities include problem-solving, relationship building, and creating positive customer experiences in a fast-paced, collaborative setting.
Responsibilities
- 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.
Requirements
- 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
Skills
- Technical support
- Customer service
- Problem-solving
- Communication skills
- Listening skills
- Computer skills
- Software troubleshooting
- Microsoft Word
- Microsoft Excel
Location
- Sherwood Park, Alberta
Work Type
- Full-time
Experience Level
- 2+ years of customer service experience
Salary/Compensations
- $21 - $24 an hour
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
About the Company
- BIS Safety Software is a SaaS company focused on changing how organizations manage safety, learning, and compliance.
- Founded in 2006, the company is committed to delivering exceptional customer experiences and supporting safer, more compliant workplaces.
- BIS Safety Software is headquartered in Sherwood Park, Alberta.
- The company values humility and contribution over hierarchy, moves fast, integrates new ideas quickly, and offers ownership through an Employee Stock Ownership Plan (ESOP).
Equal Opportunity
- We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.