Technical Support Specialist I

About the role

BCC Software operates in the software and data solutions industry, focusing on powering critical customer communications for organizations across North America. With over 45 years of experience, the company addresses challenges in streamlining operations and improving efficiency by combining postal expertise with modern technology. The TECHNICAL SUPPORT SPECIALIST I serves as the initial contact for customers seeking technical assistance. This role is responsible for troubleshooting hardware and software issues, resolving customer inquiries, and providing guidance on the organization's products and industry best practices. The position plays a key role in ensuring timely issue resolution and fostering positive customer experiences.

Responsibilities

• Serve as primary contact for customer technical support requests
• Troubleshoot software, hardware, installation, and configuration issues
• Maintain knowledge of products, services, and industry regulations
• Guide customers on product functionality and postal requirements
• Document interactions and resolutions within the CRM system
• Escalate complex issues while maintaining customer ownership
• Collaborate with internal teams to resolve issues and improve products
• Build positive customer relationships and contribute to satisfaction
• Monitor and respond to inquiries via forums and support channels
• Identify customer needs and recommend additional solutions
• Submit product enhancement requests and defect reports
• Create and maintain knowledge base articles and internal documentation
• Adapt to changing business needs and priorities
• Uphold the mission of providing helpful customer interactions

Requirements

• Associate degree in IT, Computer Science, or related field preferred or equivalent experience
• Experience in technical support, help desk, customer service, or call center preferred
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication abilities
• Customer service oriented with a professional and positive approach
• Self-motivated with ability to manage priorities independently and collaboratively
• Strong organizational skills and attention to detail
• Quick learner of new technologies and industry regulations
• Proficiency with Microsoft Windows required; experience with Linux/Unix, Microsoft Office, networking, databases, printers, and CRM systems preferred

Pay

USD 55000 - USD 60000 yearly