Software Support Representative

Please read this before you apply

BAI Municipal Software builds and supports the software that counties, cities, and towns in Virginia use to run their daily operations — accounts payable, payroll, general ledger, tax assessing, receipting and collections, and utility billing. As a Software Support Representative, you are the person our customers turn to when something isn’t working or they don’t know how to do something. It is rewarding, stable work in a close-knit office of about ten people who help each other every day.

It is also genuinely difficult, and we would rather tell you that now than have you find out in month two. Here is the honest version of the job:

• Our software runs on the IBM Power System i (iSeries), and you’ll work mostly in a text-based “green screen” (5250) environment — not a modern point-and-click app. Most people have never seen it before. That’s fine, but you have to be willing to learn a system that looks nothing like the software you’re used to.
• The software is large and complex. No one here knows everything it does, even after many years. You will be learning for your entire career — and you have to enjoy that.
• You will help users who are stressed, confused, and sometimes frustrated or short-tempered. Staying calm and kind matters.
• No one is going to hand you the answers. The reps who succeed here dig — they search our Knowledgebase, take careful notes, and ask their coworkers when they’re stuck. The reps who don’t make it usually wait for someone else to solve it for them.

If that sounds like the kind of challenge you want, we’d love to hear from you.

What you’ll do

• Monitor the help desk for your assigned municipal customers and respond to their tickets.
• Resolve everyday requests quickly — pulling a document, adding or removing a user’s software security, answering “how do I…” questions — and close them out.
• Work through the harder problems: errors, unusual workflows, and edge cases that call for research in our Knowledgebase, careful troubleshooting, and clear notes so the next person (including future you) can follow what happened.
• Recognize when an issue is truly a programming problem and route it correctly — and, just as importantly, recognize when something that looks like a bug isn’t one.
• Keep several tickets moving at once and prioritize them well, especially when things get busy.
• Teach our software to customers through in-house and web-based training sessions.
• Use slower periods to learn the software more deeply — that’s how you get good at this.

What it takes (required)

• High school diploma or GED.
• Strong, demonstrable PC skills: comfortable in Windows and Microsoft Office, quick to pick up new software, and a solid typist.
• Clear written and verbal communication, and real patience with frustrated users.
• Strong organization — the ability to track and prioritize many tasks at once without dropping any.
• A self-starter who digs for answers, takes good notes, and isn’t afraid to ask coworkers for help.
• Dependable and punctual, and looking for a long-term career — not a short-term stop.
• Able to work on-site in Limestone, TN.
• Willingness to pass a background check (you’ll have access to sensitive municipal data).

A big plus (not required)

None of these are required — we’ve hired great people without them — but any of them will help you hit the ground faster:

• Help desk or technical-support experience.
• Bookkeeping or accounting knowledge — accounts payable, payroll, general ledger, receipting/collections, utility billing, or assessing.
• Experience working in or with local government.
• IBM iSeries / 5250 experience, including file transfer.
• Experience with municipal or ERP software like ours.

Compensation & benefits

• Pay: $18/hour for the first 90 days, then $20/hour.

Benefits that begin after 90 days:

• Health, dental, and vision insurance
• 401(k) with company match
• Paid holidays

Benefits that begin after one year:

• Paid vacation
• Paid time off

On-the-job training is provided from day one and continues throughout your career here.

Schedule, location & growth

• Full-time, day shift, in person at our Limestone, TN office.
• We promote from within, and there’s a lot to grow into — including leading customer training. Travel is not required, but team members who are willing to travel tend to advance faster.

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Location: In person

Salary : $18 - $20