Technical Support Specialist I
Apply NowLocation:
La Crosse, WI, US
Company:
BCC Software is the leading postal and presort software solutions provider, with over 45 years of industry experience and compliance with USPS regulations.
Summary:
The Technical Support Specialist I role involves providing first-line support to customers for software issues, ensuring high levels of customer satisfaction. Candidates should have an associate degree or equivalent experience, strong communication skills, and a background in technical support or customer service.
Requirements:
Technology: Windows, Linux, Microsoft Office
Hard Skills: Effective communication in written and verbal forms, Troubleshooting and problem resolution, Documentation management
Credentials: Associate degree or equivalent education in a technical discipline
Experience: Professional or industry training in customer service (in mailing or printing industry) and telephone skills is preferred., Solid experience with all Windows operating systems, and preferred to have some Linux and/or Unix experience.
Job Description:
Job Description
Essential Functions
- Consistently demonstrates integrity and high work standards reinforcing the BCC mission statement “How Can I Help?”.
- Serves as the first line of contact and support for BCC Software’s customers in a telephone support environment.
- Develops and maintains knowledge of BCC Software’s Windows and Linux products.
- Attends training as required to keep current with products, technologies, and customer service-related skills.
- Assists customers with questions, problems, or technical issues with the company’s software products.
- Consults with customers regarding postal requirements and industry products.
- Troubleshoots customer software and hardware issues, recommends resolution strategies, ensures follow-up and optimal satisfaction with BCC Software’s products and services.
- Maintains documentation of all support related information in BCC Software’s CRM software following department requirements.
- Works in a team environment and provide intra-departmental communication to complete customers’ support requests and to enhance BCC’s products and services.
- Serves as a customer advocate to manage customer retention through building and maintaining positive customer relationships.
- Monitors and responds to User Forum Posts.
- Gathers information from customers to understand the needs of the customer and match those needs to a service, product or offering that adds value to the customers’ business operations.
- Provides flexibility to adequately support workload demands in order to maintain optimal customer support levels.
- Assists with adding product change requests for defects and enhancements.
- Documents processes in BCC Software’s knowledgebase, as well as review and help maintain user documentation.
