Technical Support Specialist I

2 months ago

Rochester, New York, United States BCC Software Full time
Company Background

With a rich history spanning over four decades, BCC Software has established itself as the primary provider of postal and presort software solutions to the Direct Mail Industry, a sector valued at $11 billion. Specializing in top-notch software solutions, essential data services, and cutting-edge mail tracking technology, BCC Software caters to a diverse clientele across various industry verticals.

Position Overview

Join us as a Technical Support Specialist I at BCC Software, where you'll play a pivotal role in delivering daily support functions. Your responsibilities will include expertly troubleshooting software and hardware issues, offering consultancy services to customers based on industry standards.

Key Responsibilities
  • Demonstrate integrity and uphold high work standards in line with BCC Software's mission statement "How Can I Help?"
  • Act as the primary point of contact and support for BCC Software's customers in a telephone-based support environment.
  • Develop and deepen your knowledge of BCC Software's Windows and Linux products, staying updated through relevant training sessions.
  • Assist customers in resolving software and hardware issues, providing optimal satisfaction with BCC Software's products and services.
  • Collaborate with customers on postal requirements and industry-specific products.
  • Maintain detailed documentation of all support interactions using BCC Software's CRM software.
  • Work within a team dynamic, ensuring effective communication to fulfill customers' support needs and enhance BCC's product offerings.
  • Advocate for customers to bolster customer retention and cultivate positive relationships.
  • Monitor and respond to User Forum Posts.
  • Gather customer insights to align their needs with valuable service offerings that enhance their business operations.
  • Provide flexibility to handle fluctuating workload demands and sustain optimal customer support levels.
  • Assist in submitting product change requests for defect resolutions and enhancements.
  • Document processes in BCC Software's knowledgebase and contribute to user documentation reviews.
Requirements
  • An Associate degree or equivalent education in a technical field is preferred, though prior technical work experience is sufficient.
  • Professional training in customer service (specifically in mailing or printing industries) and telephone skills is advantageous.
  • Proficiency in all Windows operating systems is essential, with preferred experience in Linux and/or Unix systems, Microsoft Office, database management software, networks, and various printers.
  • Familiarity with programming languages like Python and Java is beneficial.
  • Effective verbal and written communication skills are crucial for customer and internal staff interactions in a call center setting.
  • Display a professional and courteous demeanor to deliver exceptional customer service.
  • Self-motivation, the ability to work independently with minimal supervision, and a problem-solving mindset are key attributes.
  • Exhibit patience, good judgment, high energy, and a positive attitude in all interactions.
  • Availability to work on a rotating schedule between 8:00 AM and 6:00 PM, Monday to Friday.
Additional Details

To Proceed with Application:

Perks Offered: If located in the Rochester area, we provide a hybrid work schedule along with 401(k) matching, a comprehensive benefits package, Employee Assistance Program, Employee Discount Program, engaging company events, community involvement opportunities, and a focus on work-life balance.

At BCC Software, we are committed to providing equal employment opportunities to all individuals, irrespective of various factors including age, race, religion, gender, sexual orientation, national origin, disability, and more, in compliance with applicable laws and regulations.

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