BS&A Software is seeking an Enterprise Software Support Specialist to provide professional, courteous, and efficient product support for their cloud-based ERP software, aiming to enhance efficiency and effectiveness for local governments and utility districts.
Requirements
- Proven experience in technical support or similar customer-focused role.
- Familiarity with enterprise software solutions is preferred.
Responsibilities
- Converting and balancing data (if applicable)
- Working with the Quality Assurance team to troubleshoot issues.
- Testing developer changes to ensure accuracy.
- Asking a progressive series of questions to determine the customer’s needs and providing a quality solution.
- Efficiently relaying technical/procedural concepts, tailored to the customer’s level of expertise
- Communicating accurate and complete information through a variety of methods such as email, case notes, phone calls, and person-to-person interactions
- Continuing to learn the team’s suite of applications.
Other
- Successfully completing the 6-month to 9-month onboarding process, as determined by your manager.
- Establishing and maintaining positive, professional relationships with BS&A customers and fellow employees
- Maintaining composure in an unfamiliar situation without causing the customer to lose confidence in your abilities.
- Participating in an open and harmonious team environment, sharing ideas and knowledge, and working toward goals to ensure effective and efficient customer service.
- Exceptional communication skills, both verbal and written, to establish and maintain positive relations with customers.
- Strong understanding of procedural concepts and the ability to efficiently relay them to customers.
- Ability to maintain composure and confidence in unfamiliar situations.
- Ability to manage stress and anxiety levels in complex and fast paced environments
- Versatility in handling multiple responsibilities and adapting to challenges in a fast-paced environment.
- Ability to work well with other company staff members to support the company’s growth plan.
