Technical Support Advisor

2 weeks ago

Medina, Ohio, United States BS&A Full time
Job Description

Company Overview: BS&A Software is a premier software provider committed to delivering innovative solutions to local governments and utility districts across the nation. Our cloud-based ERP software plays a vital role in enhancing operational efficiency and effectiveness in these sectors.

Position Overview: We are looking for a proactive and enthusiastic Enterprise Software Support Specialist to join our team and help us maintain our high standards of customer service. In this role, you will focus on delivering professional, courteous, and efficient support for BS&A Software's applications. Given the extensive customer interaction, exceptional communication skills are essential for building and nurturing relationships with clients.

Working in a structured and fast-paced environment, you will troubleshoot various issues and quickly adapt to new challenges. Your responsibilities will include assessing customer needs, diagnosing issues related to customer data, recommending solutions, and driving issues to resolution. Collaboration with other team members to support the company's growth objectives is also expected.

This role requires a highly self-motivated and outgoing individual capable of problem-solving and providing guidance both over the phone and in person. You will provide support via telephone and email, with occasional in-person assistance to our municipal clients, which should not exceed 20% of your time.

Key Responsibilities:

  • Completing the onboarding process within 6 to 9 months, as determined by your manager.
  • Building and maintaining positive, professional relationships with BS&A customers and colleagues.
  • Asking targeted questions to identify customer needs and providing effective solutions.
  • Clearly communicating technical and procedural concepts tailored to the customer's level of understanding.
  • Delivering accurate and comprehensive information through various communication methods, including email, case notes, phone calls, and face-to-face interactions.
  • Maintaining composure in unfamiliar situations to instill confidence in customers.
  • Contributing to a collaborative team environment by sharing ideas and knowledge to achieve effective customer service.
  • Continuously learning about the suite of applications offered by the team.
  • Handling data conversion and balancing tasks as necessary.
  • Collaborating with the Quality Assurance team to troubleshoot issues.
  • Testing developer changes to ensure accuracy.
  • Taking on individual projects as assigned.

Qualifications:

  • Demonstrated experience in technical support or a similar customer-focused role, with familiarity in enterprise software solutions preferred.
  • Outstanding verbal and written communication skills to foster positive relationships with customers.
  • Strong grasp of procedural concepts and the ability to convey them effectively to customers.
  • Ability to remain composed and confident in unfamiliar situations.
  • Flexibility in managing multiple responsibilities and adapting to challenges in a dynamic environment.
  • Ability to collaborate effectively with other team members to support the company's growth objectives.

At BS&A, we value our team members and offer a competitive compensation and benefits package, including health insurance, retirement plans, paid parental leave, and generous PTO.

BS&A is an equal opportunity employer, providing equal employment opportunities to all employees and applicants without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, marital status, or veteran status, in accordance with applicable laws.

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