Enterprise Software Support Specialist

BS&A Software; Bath Charter Township (MI); On-site; USD 55,000 - 75,000; Full time

Job summary

BS&A Software is seeking an Enterprise Customer Support Specialist to provide professional product support for our municipal software applications. You will handle telephone and email support, with occasional in-person visits, developing strong relationships and guiding customers to solutions.

The role emphasizes proactive problem solving, clear communication, and the ability to adapt within a small, agile team while learning our full applications suite to support growth.

Qualifications

• Proven experience in technical support or similar customer-focused role.
• Exceptional communication skills, both verbal and written.
• Strong understanding of procedural concepts and the ability to relay them to customers.
• Ability to maintain composure 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 to support the company’s growth plan.

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

Skills

Technical support experience

Exceptional communication

Procedural concepts

Composure under pressure

Stress management

Versatility

Team collaboration

Job description

BS&A Software is seeking an Enterprise Customer Support Specialist to provide professional product support for our municipal software applications. You will handle telephone and email support, with occasional in-person visits, developing strong relationships and guiding customers to solutions.

The role emphasizes proactive problem solving, clear communication, and the ability to adapt within a small, agile team while learning our full applications suite to support growth.