Support Specialist - Assessing

BS&A•Lansing, MI

4d•Hybrid

About The Position

As an Enterprise Software Support Specialist, you will specialize in providing professional, courteous, and efficient product support for BS&A Software’s Assessing applications. You will have extensive customer contact, so exceptional communication skills are necessary to establish and maintain relationships with customers. Working in a structured, fast-paced environment, you will need to troubleshoot multiple issues and rapidly adapt to challenges. You will be responsible for assessing customer needs, troubleshooting issues related to customer data, recommending corrective actions, and driving issues to resolution. You will be expected to work well with and support other company staff members to reinforce the company’s growth plan. This position requires an extremely self-motivated, outgoing individual with the ability to problem-solve and provide instruction over the phone and in person. As an Enterprise Software Solutions Specialist, you will provide telephone and email support and at times, in-person support to our municipal customers. In-person support and travel should not exceed 20% of your time. Likewise, versatility is valued, as the company’s agile structure rewards and transitions team members who can “play multiple positions” or fill alternate roles as the need arises.

Requirements

Must have an active MCAO or equivalent certification
Proven experience in technical support or similar customer-focused role.
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.

Nice To Haves

Familiarity with enterprise software solutions is preferred.

Responsibilities

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
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
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.
Continuing to learn the team’s suite of applications.
Converting and balancing data (if applicable)
Working with the Quality Assurance team to troubleshoot issues.
Testing developer changes to ensure accuracy.
Taking on individual projects

Benefits

Health Insurance – BCBS of Michigan – Employer-paid premium
Health Savings Plan – Employer contributes 75%
Dental Insurance – Employer-paid premium
Vision Insurance – Employer-paid premium
Retirement – 401(k) – Employer-paid
Retirement – 401(k) – Discretionary Employer match of 50% of team member contribution
Paid Parental Leave
Disability Insurance – Employer-paid premium
Life Insurance – Employer-paid premium
Generous PTO and Holiday Time
Company-sponsored events