BTS Customer Support Specialist
About The Position
The Customer Care Specialist role is ideal for someone who enjoys troubleshooting, training, and guiding customers through software workflows, not just fixing technical issues. Former teachers, trainers, software support specialists, implementation coordinators, and customer success professionals often excel in this environment because they are adaptable, detail-oriented, patient communicators, and lifelong learners. This is not a high-volume call center role. You will work closely with customers, teammates, and internal departments to resolve issues, explain software functionality, document solutions, and continuously expand your knowledge. We provide structured onboarding, ongoing training, and access to a robust internal knowledge base to help you succeed. Our software environment includes both modern cloud-based SaaS applications and legacy on-premise systems. While some troubleshooting may involve Windows environments, networking, or client/server concepts, success in this role depends more heavily on critical thinking, communication, organization, and the ability to learn and follow documented processes consistently.
Requirements
- High school diploma or equivalent
- 3+ years’ experience supporting software users, customers, students, or internal teams
- Strong written and verbal communication skills
- Experience working with CRM, help desk, or ticketing systems
- Ability to learn technical workflows and follow established procedures accurately
- Strong organizational and time management skills
Nice To Haves
- Experience in customer support, SaaS support, training, education, implementation, or technical support roles
- Experience creating documentation, training materials, or knowledge base articles
- Familiarity with remote support tools (LogMeIn, Microsoft Teams, TeamViewer, etc.)
- Basic understanding of networking, VPN connectivity, Windows permissions, or client/server environments
- SQL or database experience is a plus, but not required
- Experience supporting ERP, construction, manufacturing, or specialty industry software is helpful
Responsibilities
- Provide remote customer support and training on software to end users, business partners, and internal teams
- Support customers via phone, email, CRM/ticketing systems, and remote sessions
- Troubleshoot software issues by following documented procedures and workflows
- Clearly document troubleshooting steps, resolutions, and customer communication within the ticketing system
- Research issues using internal knowledge bases, documentation, and collaboration tools before escalating
- Escalate issues appropriately with complete summaries, relevant context, and steps already taken
- Guide customers through software features, workflows, and best practices in a clear and professional manner
- Assist with onboarding and training customers on new software functionality
- Identify recurring issues and contribute improvements to internal documentation and knowledge articles
- Collaborate effectively with Customer Care, Development, Training, and Sales teams
- Assist with basic technical troubleshooting involving Windows environments, connectivity, client/server applications, and cloud-based systems
- Participate in continuous learning and stay current on software updates, workflows, and industry knowledge
- Other duties as assigned
Benefits
- Structured onboarding
- Ongoing training
- Access to a robust internal knowledge base
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
