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.

Overview:

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.

Qualifications:

  • 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

Pluses:

  • 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

Benefits:

  • 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

Email resumes to jobs@bsdsoftlink.com.