Technical Support Specialist I

BCC Software

. Serve as the primary point of contact for customer technical support requests via phone, email, and other support channels .

Posted 9/24/2026full-timeRochester • New York • United StatesMid-LevelSenior💰 $50,000 - $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong troubleshooting and problem-solving skills while providing exceptional customer service in technical support roles. Proficient in managing multiple priorities and collaborating effectively with cross-functional teams to enhance customer satisfaction and retention.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting SkillsCustomer Service OrientationMicrosoft Windows ProficiencyCRM System Documentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingProblem-SolvingTechnical SupportInstallationConfigurationDocumentationKnowledge Base MaintenanceProduct Enhancement RequestsDefect ReportingCustomer Inquiry Resolution

Soft Skills

Excellent CommunicationOrganizational SkillsAttention to DetailPositive ApproachAbility to Work Independently

Tools & Technologies

Microsoft OfficeLinux/UnixCRM SystemsNetworking ConceptsDatabasesPrinters

Industry Keywords

Information TechnologyCustomer SatisfactionCustomer RetentionTechnical Support EnvironmentIndustry Regulations

Tech Stack

Tools & technologies

LinuxUnix

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Associate degree in Information Technology, Computer Science, or a related technical field preferred, or an equivalent combination of education, training, and relevant experience
Previous experience in a technical support, help desk, customer service, or call center environment preferred
Strong troubleshooting and problem-solving skills
Excellent written and verbal communication skills
Strong customer service orientation with a professional, patient, and positive approach
Ability to manage multiple priorities and work independently while collaborating effectively within a team
Strong organizational skills and attention to detail
Ability to learn new technologies, software applications, and industry regulations quickly
Proficiency with Microsoft Windows operating systems required
Experience with Linux/Unix, Microsoft Office, networking concepts, databases, printers, and CRM systems preferred
Ability to work a rotating Monday–Friday schedule between 8:00 AM and 6:00 PM
Evening and weekend hours may be required as job duties demand

Benefits

Comp & perks

Fully remote work for employees outside the Greater Rochester, NY area
Remote work for Greater Rochester employees with occasional in-office attendance as business needs require
Full-time employment
Equal employment opportunity and affirmative action protections
Reasonable accommodations for qualified individuals with disabilities