Technical Support Specialist I
Company Description
BCC Software is the leading postal and presort software solutions provider. With over 45 years of industry experience, we are dedicated to ensuring that all of our software products and marketing solutions are always ahead of the curve and compliant with the latest USPS® regulations.
Job Description
Essential Functions
- Consistently demonstrates integrity and high work standards reinforcing the BCC mission statement “How Can I Help?”.
- Serves as the first line of contact and support for BCC Software’s customers in a telephone support environment.
- Develops and maintains knowledge of BCC Software’s Windows and Linux products.
- Attends training as required to keep current with products, technologies, and customer service-related skills.
- Assists customers with questions, problems, or technical issues with the company’s software products.
- Consults with customers regarding postal requirements and industry products.
- Troubleshoots customer software and hardware issues, recommends resolution strategies, ensures follow-up and optimal satisfaction with BCC Software’s products and services.
- Maintains documentation of all support related information in BCC Software’s CRM software following department requirements.
- Works in a team environment and provide intra-departmental communication to complete customers’ support requests and to enhance BCC’s products and services.
- Serves as a customer advocate to manage customer retention through building and maintaining positive customer relationships.
- Monitors and responds to User Forum Posts.
- Gathers information from customers to understand the needs of the customer and match those needs to a service, product or offering that adds value to the customers’ business operations.
- Provides flexibility to adequately support workload demands in order to maintain optimal customer support levels.
- Assists with adding product change requests for defects and enhancements.
- Documents processes in BCC Software’s knowledgebase, as well as review and help maintain user documentation.
Qualifications
- Associate degree or equivalent education in a technical discipline is preferred but not required provided the candidate has demonstrated a track record of success.
- Professional or industry training in customer service (in mailing or printing industry) and telephone skills is preferred.
- Must be able to effectively and clearly communicate with customers and internal staff in both written and verbal communication in a call center environment.
- Must maintain courteous and professional demeanor to provide excellent customer service.
- Must be self-motivated and be able to work effectively with minimal supervision and have the ability to take a problem through resolution and beyond.
- Must demonstrate patience, good judgment, high energy and a general positive demeanor.
- Must be willing to work on a rotating schedule between the hours of 8:00 AM and 6:00 PM, M-F.
- Solid experience with all Windows operating systems. Preferred to have some Linux and/or Unix experience and experience with Microsoft Office, database management software, networks, and various printers.
Additional Information
Work Location: This is a hybrid position, based in Rochester, NY. It requires some in-office time at our Rochester location with flexibility to work remotely.
AAP/EEO Statement
BCC Software provides equal employment opportunity to all individuals regardless of age, race, color, creed, religion, ancestry, sex (including pregnancy, childbirth or related medical conditions), gender, sexual orientation, gender identity or expression (including transgender status), national origin, veteran or military status, marital status, genetic information, physical or mental disability, familial status, reproductive health decisions, status as a victim of domestic violence, or any other basis protected by applicable laws and regulations. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Join the amazing team at BCC Software as a Technical Support Specialist I, where you will be at the forefront of the best postal and presort software solutions! With over 45 years of unmatched industry experience, BCC Software is committed to delivering advanced software products and marketing solutions that meet and exceed USPS® regulations. As the first line of contact and support for our valued customers, you'll develop and maintain a deep knowledge of both our Windows and Linux products, always putting our mission of "How Can I Help?" into action. You'll assist customers with their technical issues, answer questions, and offer troubleshooting support while documenting your interactions in our CRM system. Building and nurturing strong relationships with customers is key, so you’ll be serving as their advocate, ensuring their needs are met and their voices are heard. We value a positive team environment where communication flows seamlessly across departments in order to provide exceptional support. This is a hybrid role based in Rochester, NY, offering some flexibility to work remotely while ensuring you still connect with our great in-office culture. Join us and contribute to maintaining the high standards BCC Software is known for!
About BCC Software: For over 40 years, BCC Software has been the leader in postal technology. Our suite of mailing preparation and data quality services is trusted by thousands of mailers and direct marketers for their robust capabilities. Everyth...
4 jobs
Subscribe to Rise newsletter
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
Sign up for our weekly
newsletter of fresh jobs
