Bid360 Tech Support Specialist

About Organized Living:

Join the legacy of Organized Living, an innovator in home organization for over 100 years. Trusted by industry professionals, we manufacture exceptional products, cutting-edge workflow automation software, and unparalleled support to our network of customers nationwide. As a privately held company, our commitment to excellence is driven by our dedicated team as we continue to evolve and adapt to meet the needs of modern life. At Organized Living, we're not just selling storage solutions but helping shape how people live and work in their spaces. Join us in our mission to organize homes and improve lives

Due to our continued growth, we are looking for a Bid360 Technical Support Specialist for our Cincinnati office

Our Bid360 Technical Team focuses on helping our clients solve a problem or achieve an outcome, not just selling them a product or service. When done right, we are viewed as a partner, an extension of their team. We seek to understand, work unbelievably hard to learn what is needed, and then are relentless in our pursuit of providing real help.   

Continuous investment in our products, services, and technical infrastructure has us well-positioned to achieve real results for our clients. This is highlighted by adding a Full Project Life Cycle SaaS solution to our product offerings. 

This position will be responsible for handling customer service and technical support inquiries from internal and client users of Bid360. They may also assist with conducting regular Customer Onboarding training sessions and creating and maintaining FAQs. Lastly, they will work closely with the development team and QA  to test new feature releases, bug fixes, and enhancements for all  Bid360 updates to ensure changes are implemented properly. 

ESSENTIAL JOB DUTIES: 

CUSTOMER SERVICE and SOFTWARE SUPPORT: 

• Handle inbound queries and issues from both internal users and clients through all available Support channels (phone, email, and live-chat). 

• Resolve all issues within defined service level agreements. 

• Quickly triage and escalate critical support issues to the development team. 

• Collaborate with internal users and clients to ensure software is optimally configured, meeting their needs. 

• Track and communicate client status, issues, time frames, and root causes related to tickets submitted by clients. 

• Identify trends in client issues and recommended software enhancements. 

USER ADOPTION, CUSTOMER TRAINING, and DOCUMENTATION: 

• May Conduct regular Customer Onboarding training Sessions 

• Conduct new feature release and software update training 

• Create and maintain FAQs database 

• Create and maintain in-app guides, walkthroughs, and messaging 

Position Requirements  

REQUIRED SKILLS and EXPERIENCE: 

2 years’ experience as support specialist in a software or technical support environment – including email, live-chat, and/or phone support. 

Experience with Ticketing Systems ie. Jira, Zendesk, Freshdesk, Helpscout and Bug Tracking systems. 

Technically adept with application administration and configuration. 

Experience providing end-user training and writing software documentations such as FAQs, feature announcements etc. 

Experience collaborating with software developers to resolve customer issues. 

PREFERRED SKILLS / EXPERIENCE: 

Bachelor’s degree or degree/certifications from a computer technical school 

3 years’ experience as support specialist in a software or technical support environment – including email, live-chat, and/or phone support. 

PLUS: 

Developer background that has exposure to C# .NET frameworks, Azure Application environments, Vue JS, SQLServer, and is interested in learning the deeper nuances of the platform and assisting where possible. 

This position has a competitive salary and a profit-sharing program along with a benefits package including medical, dental, vision, short-term disability, and 401k match. If you have the desire to be a significant contributor to a profitable expanding company, please apply now!