Senior Technical Support Team Member

BIS Training Solutions - Sherwood Park, AB (29 days ago)

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Senior Customer Experience Team Member

BIS Training Solutions is a fast-paced, high growth organization providing leading software for the safety industry. We are expanding our team and seeking a full-time, detail-oriented, computer savvy professional Customer Experience Representative (CER) to join our team.

Full Time Position with flexible start time

POSITION:

The Customer Experience Representative provides outstanding customer service that includes software support for our users, ongoing training and support for system administrator, and technical support for our resellers.

RESPONSIBILITIES:

  • To provide outstanding technical support for our customers
  • Responds to telephone and email inquiries from individuals utilizing our online software
  • Follows up customer requests to ensure complete handling of the caller’s inquiry
  • Creates cases for new features and solutions for our development team to implement
  • Tests cases released by the development team to ensure proper functioning
  • Makes suggestions for ways of improving workflows and processes
  • Records and forwards customer feedback to the appropriate areas
  • Educates and provides training to customers on using various aspects of the software
  • Tracks frequent call types for discussion during weekly meetings
  • Participates in daily team meetings

COMPETENCIES:

  • Handles complex inquiries independently
  • Strong listening and problem-solving skills
  • Works effectively with people, maintaining pleasant telephone manner
  • Thrives in a busy environment
  • Assesses each customer and addresses the customer’s needs effectively
  • Demonstrates advanced customer service skills
  • Maintains a positive attitude
  • Views inquiries as opportunities to exceed customer expectations.

SKILLS AND KNOWLEDGE:

  • Must be proficient in Microsoft Word and Excel
  • Preference will be given to individuals with proven customer service experience
  • Bilingual in French would be considered an asset

HOURS:

This is a full-time (40 hour) position with a flexible start time.

BIS Training Solutions offers a competitive salary and benefits package and the opportunity to work in a challenging team-oriented environment. This position will remain open until suitable candidates are selected.

Job Type: Full-time

Experience:

  • Technical Support: 1 year (Preferred)