Customer Support Specialist

Company Overview: BS&A Software, a leading software organization with proven technology, is dedicated to providing cutting-edge solutions to local governments and utility districts throughout the country. Our cloud-based ERP software is a cornerstone in enhancing efficiency and effectiveness in these sectors. We are currently seeking a dynamic and highly motivated Enterprise Software Support Specialist to join our team and contribute to our high level of customer service.

Position Overview: As an Enterprise Customer Support Specialist, you will specialize in providing professional, courteous, and efficient product support for BS&A Software’s applications. You will have extensive customer contact, so exceptional communication skills are necessary to establish and maintain relationships with customers. Working in a structured, fast-paced environment, you will need to troubleshoot multiple issues and rapidly adapt to challenges. You will be responsible for assessing customer needs, troubleshooting issues related to customer data, recommending corrective actions, and driving issues to resolution. You will be expected to work well with and support other company staff members to reinforce the company’s growth plan.

This position requires an extremely self-motivated, outgoing individual with the ability to problem-solve and provide instruction over the phone and in person. As an Enterprise Customer Support Specialist, you will provide telephone and email support and at times, in-person support to our municipal customers.

Likewise, versatility is valued, as the company’s agile structure rewards and transitions team members who can “play multiple positions” or fill alternate roles as the need arises.

Key Responsibilities:

• Successfully completing the 6-month to 9-month onboarding process, as determined by your manager.
• Establishing and maintaining positive, professional relationships with BS&A customers and fellow employees.
• Asking a progressive series of questions to determine the customer’s needs and providing a quality solution.
• Efficiently relaying technical/procedural concepts, tailored to the customer’s level of expertise.
• Communicating accurate and complete information through a variety of methods such as email, case notes, phone calls, and person-to-person interactions.
• Maintaining composure in an unfamiliar situation without causing the customer to lose confidence in your abilities.
• Participating in an open and harmonious team environment, sharing ideas and knowledge, and working toward goals to ensure effective and efficient customer service.
• Continuing to learn the team’s suite of applications.
• Converting and balancing data (if applicable).
• Working with the Quality Assurance team to troubleshoot issues.
• Testing developer changes to ensure accuracy.
• Taking on individual projects.

Qualifications

• Proven experience in technical support or similar customer-focused role. Familiarity with enterprise software solutions is preferred.
• Exceptional communication skills, both verbal and written, to establish and maintain positive relations with customers.
• Strong understanding of procedural concepts and the ability to efficiently relay them to customers.
• Ability to maintain composure and confidence in unfamiliar situations.
• Ability to manage stress and anxiety levels in complex and fast-paced environments.
• Versatility in handling multiple responsibilities and adapting to challenges in a fast-paced environment.
• Ability to work well with other company staff members to support the company’s growth plan.

At BS&A, we love our team members and offer a highly competitive compensation and benefit package. Our benefit package includes:

• Competitive pay
• Health Insurance – BCBS of Michigan – Employer-paid premium
• Health Savings Plan – Employer contributes 75%
• Dental Insurance – Employer-paid premium
• Vision Insurance – Employer-paid premium
• Retirement – 401(k) – Employer-paid
• Retirement – 401(k) – Discretionary Employer match of 50% of team member contribution
• Paid Parental Leave
• Disability Insurance – Employer-paid premium
• Life Insurance – Employer-paid premium
• Generous PTO and Holiday Time
• Company-sponsored events

BS&A uses E-Verify as part of the I-9 process to verify the work eligibility of all new hires.

BS&A provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. The BS&A complies with applicable state and local laws governing non-discrimination in employment in every location in which BS&A has facilities.