Software Support Representative

BIS Safety Software is a SaaS company on a mission to change how organizations manage safety, learning, and compliance. Since 2006, we've been committed to delivering exceptional customer experiences, helping organizations get the most out of our software while supporting safer, more compliant workplaces. As we continue to grow, we're looking for someone who is passionate about creating exceptional client experiences and helping organizations successfully adopt our software.
About the Role  As a Software Support Representative, you'll be the first point of contact for our customers, providing exceptional, knowledgeable technical support and helping them get the most out of our software. You'll solve problems, build strong relationships, and create positive experiences that leave a lasting impression. If you're passionate about helping people and enjoy a fast-paced, collaborative environment, this could be the role for you.
In this role, you'll be expected to:
Deliver exceptional technical support to customers  via phone and email, ensuring timely and effective resolution of inquiries
Build trusted relationships with customers  by providing friendly, knowledgeable, and solution-focused support
Troubleshoot software issues and guide customers through best practices  to help them get the most out of the BIS Safety Software platform
Educate customers on software  features and functionality through clear explanations and product guidance
Document customer inquiries , feature requests, and enhancement ideas to support continuous product improvement
Test new features  and software updates to ensure quality and functionality before release
Partner with Development and other internal teams to resolve complex issues and advocate for customer needs
Identify opportunities to improve internal processes, support documentation, and the overall customer experience
Monitor recurring customer trends and feedback to help drive continuous improvements across the business
Contribute to a collaborative, customer-focused team by participating in daily meetings and sharing knowledge with colleagues
You might be the right fit if you:
Minimum of  2 years of experience delivering exceptional customer service
Enjoy helping people  and  solving problems
Possess  strong computer skills  and  the ability to quickly learn new software
Possess  excellent listening and communication skills
Confidently handle complex customer inquiries
Thrive in a fast-paced, dynamic environment
Maintain a  positive attitude  and  strong attention to detail
Proficiency in Microsoft Word and Excel
Bonus points if you have:
Experience as a team lead or supervisor in a previous role
Experience in providing technical support for software providers
Compensation and benefits:
Employee Stock Ownership Plan (ESOP)
Full medical, dental, and vision coverage
Life insurance and disability insurance
Health spending account
Flexible working hours
On-the-job training and growth opportunities
Free on-site parking
About BIS:  BIS Safety Software has been headquartered in Sherwood Park, Alberta, since 2006. We build software that helps organizations manage safety training, learning, and compliance - and we’re growing!
A few things that make us different: we don’t use job titles internally - we value humility and contribution over hierarchy. We move fast, integrate new ideas quickly, and give people real ownership of their work. And through our Employee Stock Ownership Plan (ESOP), you have the opportunity to own a piece of the company you’re helping build.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us
Job  #T202607-09

CCE
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Salary ranges are based on experience, reflecting the unique skillset each individual brings to the role.

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