Remote Technical Support Specialist I

BCC Software; Town of Pittsford (NY); Hybrid; USD 45,000 - 55,000; Full time

Job summary

BCC Software is seeking a Technical Support Specialist I to be the first point of contact for customers, troubleshooting software and hardware, and guiding users through solutions.

You will document steps in the CRM, collaborate with Engineering and Product teams, and help improve products while delivering excellent service. This role offers remote work flexibility with a Rochester, NY area preference.

Qualifications

• Associate degree in Information Technology, Computer Science, or a related technical field preferred.
• Experience in technical support, help desk, customer service, or call center.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication; ability to explain technical concepts.
• Professional, patient, and positive customer service orientation.
• Self-motivated with ability to manage multiple priorities.
• Strong organizational skills and attention to detail.
• Ability to learn new technologies quickly.
• Proficiency with Windows; experience with Linux/Unix, Microsoft Office, networking concepts, databases, printers, and CRM.

Responsibilities

• Serve as the primary contact for customer technical support requests, delivering responsive and professional service.
• Troubleshoot software, hardware, installation, and configuration issues while identifying effective solutions and ensuring timely resolution.
• Develop and maintain a strong understanding of BCC Software's products, services, and industry regulations through ongoing training and self-development.
• Provide customers with guidance on product functionality, postal requirements, and best practices.
• Accurately document customer interactions, troubleshooting steps, and resolutions within the CRM system.
• Escalate complex issues as appropriate while maintaining ownership of the customer experience through resolution.
• Collaborate with internal teams, including Engineering, Product Management, and Professional Services, to resolve customer issues and improve products.
• Build positive customer relationships by serving as a trusted advisor and advocate, contributing to customer satisfaction and retention.
• Monitor and respond to customer inquiries through community forums and other support channels.
• Identify customer needs and recommend products, services, or solutions that provide additional business value.
• Submit product enhancement requests and defect reports based on customer feedback and support trends.
• Create, update, and maintain knowledge base articles and internal documentation to improve support efficiency and knowledge sharing.
• Demonstrate flexibility in supporting changing business needs, customer priorities, and departmental workloads.
• Consistently uphold BCC Software's mission of "How Can I Help?" through every customer interaction.

Skills

Troubleshooting

Communication

Customer service

Time management

Education

Associate degree in Information Technology or related field

Tools

Windows

Linux/Unix

CRM systems

Job description

BCC Software is seeking a Technical Support Specialist I to be the first point of contact for customers, troubleshooting software and hardware, and guiding users through solutions.

You will document steps in the CRM, collaborate with Engineering and Product teams, and help improve products while delivering excellent service. This role offers remote work flexibility with a Rochester, NY area preference.