BTS Customer Support Specialist ‎

What will you be doing

• Provide remote customer support and training on software to end users, business partners, and internal teams
• Support customers via phone, email, CRM/ticketing systems, and remote sessions
• Troubleshoot software issues by following documented procedures and workflows
• Clearly document troubleshooting steps, resolutions, and customer communication within the ticketing system
• Research issues using internal knowledge bases, documentation, and collaboration tools before escalating
• Escalate issues appropriately with complete summaries, relevant context, and steps already taken
• Guide customers through software features, workflows, and best practices in a clear and professional manner
• Aid with onboarding and training customers on new software functionality
• Identify recurring issues and contribute improvements to internal documentation and knowledge articles
• Collaborate effectively with Customer Care, Development, Training, and Sales teams
• Assist with basic technical troubleshooting involving Windows environments, connectivity, client/server applications, and cloud-based systems
• Participate in continuous learning and stay current on software updates, workflows, and industry knowledge

What Makes Someone Successful in This Role

• Strong attention to detail and ability to follow documented procedures consistently
• Ability to learn new software systems quickly and adapt to changing processes
• Excellent listening, communication, and customer service skills
• Strong ownership mentality and follow-through
• Ability to organize, prioritize, and manage multiple support tickets effectively
• Comfortable asking questions, seeking clarification, and collaborating with teammates
• Ability to explain technical concepts to non-technical users
• Strong written communication and documentation skills
• Curious, coachable, and committed to continuous improvement

What are we looking for

• Experience supporting software users, customers, students, or internal teams
• Strong written and verbal communication skills
• Experience working with CRM, help desk, or ticketing systems
• Ability to learn technical workflows and follow established procedures accurately
• Strong organizational and time management skills

Preferred Skills

• Experience in customer support, SaaS support, training, education, implementation, or technical support roles
• Experience creating documentation, training materials, or knowledge base articles
• Familiarity with remote support tools (LogMeIn, Microsoft Teams, TeamViewer, etc.)
• Basic understanding of networking, VPN connectivity, Windows permissions, or client/server environments
• SQL or database experience is a plus, but not required
• Experience supporting ERP, construction, manufacturing, or specialty industry software is helpful

What we offer

• Continuous professional development opportunities and an environment that fosters internal growth and mobility
• Competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k
• Generous holiday schedule and paid time off to refresh and recharge
• Employee pricing on our products and discount programs for travel, entertainment, and more!