Software Support Specialist

Job Summary

To support a growing customer base, the remote Software Support Specialist will assist clients in troubleshooting software issues, manage support tickets from initial contact through resolution, and collaborate with cross-functional teams to enhance customer experience.

Key responsibilities

• Respond to customer inquiries via email, phone, and chat while troubleshooting various software-related issues
• Manage support tickets and maintain accurate case notes, escalating complex issues as necessary
• Identify recurring problems and collaborate with Product and Operations teams to improve documentation and processes

Required qualifications

• 1-3 years of experience in customer support or client services
• Familiarity with SaaS, eCommerce, or ERP systems
• Basic SQL or data-querying skills
• Experience using support ticketing platforms
• Ability to communicate technical information clearly to non-technical users