Customer Service Representative - Technical Support, Edmonton

Customer Service Representative - Technical Support (Remote) Base pay range: CA$21.00/hr– CA$24.00/hr

BIS Safety Software is a fast‑paced, high‑growth organization providing leading software for the safety industry. We are expanding our team and looking to add a positive, upbeat team member who cares deeply about delivering amazing customer service.

About the Role You’ll be stepping into an existing role focused on providing outstanding customer service that includes software support for our users, ongoing training and support for system administrators, and technical support for our resellers. Essentially, you will be the first point of contact when a user needs technical assistance.

This position requires consistent availability during afternoon and evening hours: 2:00 PM – 10:30 PM EST, Monday through Thursday, with an additional day shift on either Saturday or Sunday.

Qualifications

Minimum 2 years experience delivering exceptional customer service

Enjoy working with people, helping to solve their problems

Possess excellent listening skills

Work well independently as well as being a great team player

Exhibit great leadership qualities, acting as a mentor to other team members

Display a positive and friendly demeanor when dealing with customers over the phone

Possess strong computing skills

Handle complex inquiries independently

Thrive in a busy environment

Demonstrate advanced customer service skills

View inquiries as opportunities to exceed customer expectations

Consistently maintain a positive attitude

Have strong English written and oral communication skills

Proficiency in Microsoft Word and Excel

Responsibilities

Provide outstanding technical support to our customers

Respond to telephone and email inquiries from individuals utilizing our online software

Follow up on customer requests to ensure complete handling of the caller’s inquiry

Create cases for new features and solutions for our development team to implement

Test cases released by the development team to ensure proper functioning

Make suggestions for ways of improving workflows and processes

Record and forward customer feedback to the appropriate areasEducate and provide training to customers on using various aspects of the software

Track frequent call types for discussion during weekly meetings

Participate in daily team meetings

Bonus Points If You Have

Experience as a team lead or supervisor in a previous role

Experience in providing technical support for software providers

Spanish or French language skills

Job ID #T202601-08CCE

Why Join Us At BIS, we pride ourselves in being very entrepreneurial in nature. Our office is an open environment that lends itself to collaboration and organic learning. We integrate new ideas and best practices quickly when they further the development of our software and company. This flexibility is a key part of our culture and a reflection of our insightful and collaborative team.

Another key part of our culture is our purposeful avoidance of titles. We don’t use job titles as they don’t reflect the value we place on humility. And we lead with our heart, treating all our customers and team members with integrity and compassion.

We are looking for like‑minded individuals who are interested in growing with us.

Benefits

Comprehensive benefits package

Health spending account

Growth opportunities

Flexible working hours

On‑the‑job training

Work‑life balance

Free on‑site parking

Team Recognition Points

Social committee

Fun, open and collaborative environment

Be More Than an Employee

Employee Stock Ownership Plan (ESOP)

How to Apply We’d love to hear from you. If this describes you, please submit a creative application that is sure to grab our attention. Visit our Careers Page to learn more. We sincerely thank all applicants for their interest; however, only applicants selected for interviews will be contacted.

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.

Salary ranges are based on experience, reflecting the unique skillset each individual brings to the role. In addition to this salary, we offer full medical (health, dental, and vision) coverage as well as life insurance and disability insurance.

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