Pay is determined on prior experience and job knowledge.
Please no phone calls, no relocation, no Visa sponsorships.
The Customer Support / Product Specialist is a critical resource for the BIS Product and Consulting Services department and the entire BIS Team. The Specialist is a liaison between the Customer and the BIS Product and Development Teams. In many cases, the Specialist is the “face” of BIS to the Customer.
Responsibilities and Duties (including but not limited to):
Provide excellent customer service while responding to customer inquiries and help requests.
Gather and document information related to customer issues.
Manage the flow of incoming support requests and escalate issues to other specialists and/or other teams.
Follow up with customers and internal staff on the status of support requests.
Provide product training to customers and internal staff either in person or video call.
Provide end-user product support during the update and installation procedures for software.
Execute and manage the onboarding process for new customers and new product implementations for existing customers.
Create, edit, and distribute end-user documents. These can include FAQ documents covering common errors with known issues and provide guidance on resolving them, as well as help sheets used by personnel across the organization.
Help develop and execute test plans, test scripts and all other deliverables and activities related to Quality Assurance of our products (functional, integration, regression, system and user acceptance testing).
Help setup product test environments for potential new customers.
Help create / maintain Product Department process and “how to” documentation.
Perform other job-related duties as assigned.
May require up to 30% travel.
Qualifications and Skills:
Enjoy problem solving, striving to make our products and services “better”
Excellent project management and strong time-management skills
Good problem-solving skills
Both verbal and written communication skills
Proficiency in word processing and presentation software
Exceptional organization skills
Ability to work with a team and have attention to detail
Ability to handle multiple assignments
Extraordinary customer service, self-driven, confident, positive, accountable, and ambitious with a strong ability to lead
Preference given to those with working knowledge of Appraisal Districts and/or Tax Offices