Technical Support Specialist I

Job Description

The Technical Support Specialist I is responsible for daily support functions, including accurately troubleshooting software and hardware issues and providing consulting to customers based on industry standards.

Essential Functions

Consistently demonstrates integrity and high work standards reinforcing the BCC Software 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.