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

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

Continuous professional development opportunities and an environment that fosters internal growth and mobility.
Competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k.
Generous holiday schedule and paid time off to refresh and recharge.
Employee pricing on our products and discount programs for travel, entertainment, and more!

BTS Customer Support Specialist

Key skills