Customer Service Representative - Technical Support

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

Who We Are

Founded in 2006, BIS is proudly headquartered in Sherwood Park, Alberta. We have developed a world class software solution by emphasizing client relationships and continuous innovation, and we are looking to continue our growth across North America and around the world.

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. Candidates must be able to work 2:00 PM – 10:30 PM EST, Monday through Thursday, with an additional day shift on either Saturday or Sunday.
You might be the right fit if you:
Have a minimum of 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 (you need a strong understanding of computer programs and how they work)
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
In this role, you'll be expected to:
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 areas
Educate 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
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.
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.

In addition, we also offer the following:

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

BIS is a company where you can not only grow your career but also share in the success you help create. Our Employee Stock Ownership Plan (ESOP) allows you to own a piece of the business and build equity in the company’s future.


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.