Technical Support Representative

Building Systems Design (BSD) is a rapidly-evolving technology company seeking to change the software landscape for the architecture, engineering, and construction markets. Thousands of architects and design professionals across the country use BSD's flagship product, SpecLink-E, to write project specifications.


The primary responsibilities of this position include providing exceptional support to our customers and employees via telephone and email, troubleshooting product and installation issues. Under general supervision, in an 8:30 - 5:30 pm EST in-bound call center environment, Technical Support Representatives will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.


  • Ability to provide exceptional customer service and support
  • Extensive inbound and outbound phone experience
  • Ability to quickly build and maintain rapport with customers
  • Talent for maintaining composure and customer focus in high-pressure situations
  • Excellent verbal and written communication skills
  • Self-motivated with the ability to work independently and as part of a team
  • Minimum 3+ years of experience in customer service/support, client services, or technical support role
  • Bachelor's Degree from an accredited College or University with a concentration in IT, Computer Science, or related disciplines


  • Microsoft Windows Network knowledge
  • Working with relational databases
  • Experience with SalesForce or Zendesk highly preferred

Skills & Personal Traits:

  • You are organized and process-oriented and enjoy uncovering opportunities to improve efficiency
  • You thrive in a fast-paced environment and think quickly on your feet
  • You have the ability to prioritize and resolve issues quickly and efficiently, balancing speed, accuracy and quality of work
  • You think strategically and are comfortable contributing your ideas
  • You ask the right questions, listen well and can hear between the words
  • You are honest and empathetic, seeing the world through the customer's eyes
  • You are creative and resourceful with the ability to adapt to rapidly-changing priorities


  • Health Insurance
  • Dental Plan
  • Vision Plan
  • 401K Matching Plan
  • Life and Long-Term Disability Insurance
  • Tuition Reimbursement
  • Snacks / drinks provided
  • Lunch provided twice a month

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