{"id":1170303,"url":"https://alion.io/job/bcc-software-technical-support-specialist-i","title":"Technical Support Specialist I","company":{"id":672367,"name":"BCC Software","domain":"bccsoftware.com","url":"https://alion.io/company/bccsoftware","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pittsford, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":55000,"max":60000,"currency":"USD","period":"year","gross":null,"usd_annual":60000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Unix","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-23T14:49:13Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-02T06:10:06Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"BCC Software develops innovative software and data solutions that power critical customer communications for organizations across North America. With more than 45 years of industry leadership, we combine deep postal expertise with modern technology to help our customers streamline operations, improve efficiency, and drive growth.\n Job Summary\nThe Technical Support Specialist I serves as the first point of contact for BCC Software customers, delivering exceptional technical support and customer service via phone, email, and other support channels. This role is responsible for troubleshooting software and hardware issues, resolving customer inquiries, documenting solutions, and providing guidance on BCC Software products and industry best practices. The Technical Support Specialist I works collaboratively across teams to ensure timely issue resolution while delivering a positive customer experience.\nEssential Functions\nServe as the primary point of contact for customer technical support requests, delivering responsive and professional service.\nTroubleshoot software, hardware, installation, and configuration issues while identifying effective solutions and ensuring timely resolution.\nDevelop and maintain a strong understanding of BCC Software's products, services, and industry regulations through ongoing training and self-development.\nProvide customers with guidance on product functionality, postal requirements, and best practices.\nAccurately document customer interactions, troubleshooting steps, and resolutions within the CRM system.\nEscalate complex issues as appropriate while maintaining ownership of the customer experience through resolution.\nCollaborate with internal teams, including Engineering, Product Management, and Professional Services, to resolve customer issues and improve products.\nBuild positive customer relationships by serving as a trusted advisor and advocate, contributing to customer satisfaction and retention.\nMonitor and respond to customer inquiries through community forums and other support channels.\nIdentify customer needs and recommend products, services, or solutions that provide additional business value.\nSubmit product enhancement requests and defect reports based on customer feedback and support trends.\nCreate, update, and maintain knowledge base articles and internal documentation to improve support efficiency and knowledge sharing.\nDemonstrate flexibility in supporting changing business needs, customer priorities, and departmental workloads.\nConsistently uphold BCC Software’s mission of “How Can I Help?” through every customer interaction.\n Associate degree in Information Technology, Computer Science, or a related technical field preferred, or an equivalent combination of education, training, and relevant experience.\nPrevious experience in a technical support, help desk, customer service, or call center environment preferred.\nStrong troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues.\nExcellent written and verbal communication skills with the ability to explain technical concepts to users with varying levels of technical knowledge.\nStrong customer service orientation with a professional, patient, and positive approach.\nSelf-motivated with the ability to manage multiple priorities and work independently while collaborating effectively within a team.\nStrong organizational skills and attention to detail.\nAbility to learn new technologies, software applications, and industry regulations quickly.\nProficiency with Microsoft Windows operating systems required. Experience with Linux/Unix, Microsoft Office, networking concepts, databases, printers, and CRM systems is preferred.\n Work Location\nThis position offers remote work flexibility, with a preference for candidates located in the Rochester, NY area to enable increased in-person and onsite collaboration as business needs evolve.\nPhysical Demands\nThis is primarily an office-based role requiring extended periods of sitting and frequent use of hands for typing, writing, and operating standard office equipment. The position requires effective verbal and written communication. Occasional standing, walking, bending, reaching, or lifting of office supplies or small equipment up to 25 pounds may be required. Visual acuity sufficient for reading, computer work, and document review is necessary. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.\nPosition Type and Expected Hours of Work\nThis is a full-time exempt position. Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. Additional hours including evening and weekend work may be required as job duties demand.\nAAP/EEO Statement\nBCC Software provides equal employment opportunity to all individuals regardless of age, race, color, creed, religion, ancestry, sex (including pregnancy, childbirth or related medical conditions), gender, sexual orientation, gender identity or expression (including transgender status), national origin, veteran or military status, marital status, genetic information, physical or mental disability, familial status, reproductive health decisions, status as a victim of domestic violence, or any other basis protected by applicable laws and regulations. Further, the company takes affirmative action to ensure that all applicants and employees are treated without regard to any of these characteristics during the application process and/or employment. Discrimination of any type will not be tolerated.","description_format":"text","description_chars":5668,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Advertising","Marketing Automation","Data Quality & Observability"],"lifecycle":[{"event":"open","at":"2026-09-24T07:02:49Z"}],"liveness":{"score":56,"band":"ok","label":"Likely open","p_open":1,"p_active":0.624,"p_room":0.9,"age_days":8,"expected_fill_days":19,"reasons":["conf:36","win:mid","comp:junior"],"computed_at":"2026-10-02T05:45:00Z"},"pay":{"stated_usd_annual":60000,"is_top_pay":false},"html_url":"https://alion.io/job/bcc-software-technical-support-specialist-i","json_url":"https://alion.io/job/bcc-software-technical-support-specialist-i.json","meta":{"generated_at":"2026-10-03T01:55:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1968,"day_limit":5000,"remaining_today":3032,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}