BCC Software

IT Support

• Serve as the primary point of contact for customer technical support requests via phone, email, and other support channels
• Troubleshoot software, hardware, installation, and configuration issues
• Resolve customer inquiries and provide guidance on product functionality, postal requirements, and best practices
• Document customer interactions, troubleshooting steps, and resolutions in the CRM system
• Escalate complex issues while maintaining ownership of the customer experience through resolution
• Collaborate with Engineering, Product Management, and Professional Services teams
• Monitor and respond to customer inquiries through community forums and other support channels
• Identify customer needs and recommend products, services, or solutions
• Submit product enhancement requests and defect reports based on customer feedback
• Create, update, and maintain knowledge base articles and internal documentation
• Develop and maintain knowledge of BCC Software products, services, and industry regulations
• Build positive customer relationships and contribute to customer satisfaction and retention
• Support changing business needs, customer priorities, and departmental workloads

Technical Support Specialist I