Software Support Representative

BIS Safety Software; Toronto; On-site; CAD 52,000 - 76,000; Full time

Benefits offered by this job

ESOP

Medical, dental, and vision

Life and disability insurance

Health spending account

Flexible working hours

On-site parking

Job summary

BIS Safety Software, a growing SaaS company, is seeking a Software Support Representative to be the first point of contact for customers. You will provide technical support, resolve inquiries, and advocate for customer needs while collaborating with cross-functional teams.

Ideal candidates have at least 2 years of customer service experience, strong computer skills, and the ability to learn new software quickly. This role offers growth opportunities and a supportive, fast-paced environment.

Qualifications

• Minimum of 2 years delivering exceptional customer service.
• Strong computer skills and ability to learn new software quickly.
• Excellent listening and communication skills.

Responsibilities

• Deliver exceptional technical support to customers via phone and email.
• Build trusted relationships with customers through friendly, knowledgeable support.
• Troubleshoot software issues and guide customers through best practices.
• Educate customers on BIS Safety Software features and functionality.
• Document inquiries, feature requests, and enhancements for product improvement.
• Test new features and updates to ensure quality before release.
• Collaborate with Development and internal teams to resolve issues.
• Identify opportunities to improve processes and support docs.
• Monitor recurring trends to drive continuous improvements.
• Participate in daily meetings and share knowledge with colleagues.

Skills

Customer service

Troubleshooting

Learning fast

Listening & communication

Team player

Tools

Microsoft Word

Microsoft Excel

Job description

BIS Safety Software is a SaaS company on a mission to change how organizations manage safety, learning, and compliance. Since 2006, we've been committed to delivering exceptional customer experiences, helping organizations get the most out of our software while supporting safer, more compliant workplaces. As we continue to grow, we're looking for someone who is passionate about creating exceptional client experiences and helping organizations successfully adopt our software.

About the Role

As a Software Support Representative, you'll be the first point of contact for our customers, providing exceptional, knowledgeable technical support and helping them get the most out of our software. You'll solve problems, build strong relationships, and create positive experiences that leave a lasting impression. If you're passionate about helping people and enjoy a fast-paced, collaborative environment, this could be the role for you.

In this role, you'll be expected to:

• Deliver exceptional technical support to customers via phone and email, ensuring timely and effective resolution of inquiries
• Build trusted relationships with customers by providing friendly, knowledgeable, and solution-focused support
• Troubleshoot software issues and guide customers through best practices to help them get the most out of the BIS Safety Software platform
• Educate customers on software features and functionality through clear explanations and product guidance
• Document customer inquiries, feature requests, and enhancement ideas to support continuous product improvement
• Test new features and software updates to ensure quality and functionality before release
• Partner with Development and other internal teams to resolve complex issues and advocate for customer needs
• Identify opportunities to improve internal processes, support documentation, and the overall customer experience
• Monitor recurring customer trends and feedback to help drive continuous improvements across the business
• Contribute to a collaborative, customer-focused team by participating in daily meetings and sharing knowledge with colleagues

You might be the right fit if you:

• Minimum of 2 years of experience delivering exceptional customer service
• Enjoy helping people and solving problems
• Possess strong computer skills and the ability to quickly learn new software
• Possess excellent listening and communication skills
• Confidently handle complex customer inquiries
• Thrive in a fast-paced, dynamic environment
• Maintain a positive attitude and strong attention to detail
• Proficiency in Microsoft Word and Excel

Bonus points if you have:

• Experience as a team lead or supervisor in a previous role
• Experience in providing technical support for software providers

Compensation and benefits:

• Employee Stock Ownership Plan (ESOP)
• Full medical, dental, and vision coverage
• Life insurance and disability insurance
• Health spending account
• Flexible working hours
• On-the-job training and growth opportunities
• Free on-site parking

About BIS:

BIS Safety Software has been headquartered in Sherwood Park, Alberta, since 2006. We build software that helps organizations manage safety training, learning, and compliance - and we’re growing!

A few things that make us different: we don’t use job titles internally - we value humility and contribution over hierarchy. We move fast, integrate new ideas quickly, and give people real ownership of their work. And through our Employee Stock Ownership Plan (ESOP), you have the opportunity to own a piece of the company you’re helping build.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Salary ranges are based on experience, reflecting the unique skillset each individual brings to the role.