What Makes Our Support Team Great

At BS&A, we stand behind our core values to:

  1. Provide Unparalleled Service.
  2. Be Easy to do Business with.
  3. Pursue Excellence. Have Passion. Never Be Satisfied.
  4. Be Humble. Act with Integrity.

Our number one goal is to provide outstanding customer service, and we strive to not just meet, but exceed our customers’ expectations. Even during periods of higher call volumes, we work hard to keep our call back time as fast as possible, in order to increase our customers’ productivity.

We often tell our customers, “If you spend more than 10 minutes on a question or problem and can’t come up with a solution, give BS&A support a call.” We are always more than happy to talk our users through any scenario and give our experienced advice.

By offering multiple ways to contact customer support – telephone, email, Help menu – we try to make it as easy as possible for our users to reach us and receive answers as quickly as possible.

Because our customers always come first, it is crucial that we hire Support Technicians that share our passion for exceptional customer service. When hiring new employees, we look for individuals who demonstrate the customer service gene and have a passion for people. These individuals should exhibit kindness, patience, commitment, courtesy, strong listening skills, and overall, professionalism.

While much of what we look for in our employees is a bred-in trait rather than a learned behavior, as part of the learning process, new employees often attend on-site trainings with a seasoned BS&A representative. This on-site opportunity offers the new employees a chance to meet and interact with some of our customers, get invaluable hands-on experience, and gain a deeper understanding of our programs.

New employees also attend the same training courses that we offer to our customers, giving them the same real-life perspective that our customers have with our software. New employees are continually monitored by peers and staff members as they learn the programs and grow as representatives.

We truly believe that the real measure of great support is not necessarily in technology, but in dedicated support professionals who are both responsive and receptive to the ever-changing needs of their customers. Likewise, we don’t measure our company’s overall success by the number of employees we have or by our revenue, but by our level of customer service and satisfaction.

Jenny Martin