Helpdesk Support Agent

2 weeks ago

Sherwood Park, Canada BIS Safety Software Full time

Do you love helping people? Do you find it fulfilling when you are able to solve a problem for someone?

**_BIS Safety Software_** is a fast-paced, high-growth organization providing leading software for the safety industry. We are expanding our team and are looking to add a positive, upbeat team member who cares deeply about delivering amazing customer service.

**This is a full time position, with a flexible schedule that will require some weekend and evening shifts.**

The successful applicant will be responsible for providing outstanding customer service that includes software support for our users, ongoing training and support for system administrators, and technical support for our resellers. Essentially, you will be the first point of contact when a user needs assistance.
- Enjoy working with people, helping to solve their problems
- Possess excellent listening skills
- Display a positive and friendly demeanor when dealing with customers over the phone
- Handle complex inquiries independently
- Thrive in a busy environment
- Demonstrate advanced customer service skills
- View inquiries as opportunities to exceed customer expectations
- Consistently maintain a positive attitude
- Have strong English written and oral communication skills
- Providing outstanding technical support for customers
- Following up on customer requests to ensure complete handling of the caller’s inquiry
- Creating cases for new features and solutions for our development team to implement
- Testing cases released by the development team to ensure proper functioning
- Making suggestions for ways of improving workflows and processes
- Recording and forwarding customer feedback to the appropriate areas
- Educating and providing training to customers on using various aspects of the software
- Tracking frequent call types for discussion during weekly meetings
- Participating in daily team meetings

**Qualifications**:

- A minimum of 2 years of proven customer service experience
- Must be proficient in Microsoft Word and Excel
**Assets**:

- Experience in providing technical support for software providers an asset, but is not required
- French language skills considered an asset.
**Why join us?**

At BIS we pride ourselves in being very entrepreneurial in nature. Our office is an open space environment that lends itself to collaboration and organic learning. We are quick to integrate new ideas and best practices when they further the development of our software and company. This flexibility is a key part of our culture and a reflection of our insightful and collaborate team.

Another key part of our culture is our purposeful avoidance of titles. We don’t use titles as they don’t reflect the value we place in humility. In our eyes, all team members are valuable, everyone is willing to help out to get things done, and everyone knows what each other’s area of responsibility is, so we don’t need titles

**We'd love to hear from you**

**Job Types**: Full-time, Permanent

**Salary**: $18.00-$23.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
Schedule:

- 8 hour shift
- Weekend availability
**Experience**:

- Customer service: 2 years (required)

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