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About the Role

The Technical Support Specialist I is the first point of contact for customers, providing technical support and customer service via phone, email, and other channels. This role involves troubleshooting software and hardware issues, resolving inquiries, documenting solutions, and guiding customers on BCC Software products and best practices. The specialist collaborates with teams to ensure timely issue resolution and a positive customer experience.

Responsibilities

Serve as the primary point of contact for customer technical support requests, delivering responsive and professional service.
Troubleshoot software, hardware, installation, and configuration issues while identifying effective solutions and ensuring timely resolution.
Develop and maintain a strong understanding of BCC Software's products, services, and industry regulations through ongoing training and self-development.
Provide customers with guidance on product functionality, postal requirements, and best practices.
Accurately document customer interactions, troubleshooting steps, and resolutions within the CRM system.
Escalate complex issues as appropriate while maintaining ownership of the customer experience through resolution.
Collaborate with internal teams, including Engineering, Product Management, and Professional Services, to resolve customer issues and improve products.
Build positive customer relationships by serving as a trusted advisor and advocate, contributing to customer satisfaction and retention.
Monitor and respond to customer inquiries through community forums and other support channels.
Identify customer needs and recommend products, services, or solutions that provide additional business value.
Submit product enhancement requests and defect reports based on customer feedback and support trends.
Create, update, and maintain knowledge base articles and internal documentation to improve support efficiency and knowledge sharing.
Demonstrate flexibility in supporting changing business needs, customer priorities, and departmental workloads.
Consistently uphold BCC Software’s mission of “How Can I Help?” through every customer interaction.

Requirements

Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues.
Excellent written and verbal communication skills with the ability to explain technical concepts to users with varying levels of technical knowledge.
Strong customer service orientation with a professional, patient, and positive approach.
Self-motivated with the ability to manage multiple priorities and work independently while collaborating effectively within a team.
Strong organizational skills and attention to detail.
Ability to learn new technologies, software applications, and industry regulations quickly.
Proficiency with Microsoft Windows operating systems required.
Experience with Linux/Unix, Microsoft Office, networking concepts, databases, printers, and CRM systems is preferred.

Skills

Technical Support
Customer Service
Troubleshooting
Software Support
Hardware Support
CRM Systems
Microsoft Windows
Linux/Unix
Microsoft Office
Networking Concepts
Databases
Printers

Location

Remote
Greater Rochester, NY area (Hybrid with occasional in-office attendance)

Work Type

Full-time
Remote
Hybrid

Experience Level

Previous experience in a technical support, help desk, customer service, or call center environment preferred.

Education Level

Associate degree in Information Technology, Computer Science, or a related technical field preferred, or an equivalent combination of education, training, and relevant experience.

About the Company

BCC Software provides equal employment opportunity to all individuals regardless of age, race, color, creed, religion, ancestry, sex (including pregnancy, childbirth or related medical conditions), gender, sexual orientation, gender identity or expression (including transgender status), national origin, veteran or military status, marital status, genetic information, physical or mental disability, familial status, reproductive health decisions, status as a victim of domestic violence, or any other basis protected by applicable laws and regulations.
The company takes affirmative action to ensure that all applicants and employees are treated without regard to any of these characteristics during the application process and/or employment.
Discrimination of any type will not be tolerated.

Equal Opportunity

BCC Software provides equal employment opportunity to all individuals regardless of age, race, color, creed, religion, ancestry, sex (including pregnancy, childbirth or related medical conditions), gender, sexual orientation, gender identity or expression (including transgender status), national origin, veteran or military status, marital status, genetic information, physical or mental disability, familial status, reproductive health decisions, status as a victim of domestic violence, or any other basis protected by applicable laws and regulations.
Further, the company takes affirmative action to ensure that all applicants and employees are treated without regard to any of these characteristics during the application process and/or employment.
Discrimination of any type will not be tolerated.