Software Support Representative

Serves as the primary point of contact

Serve as the primary point of contact for clients seeking software support through various channels, such as email and phone.

Diagnose and troubleshoot software issues

Diagnose and troubleshoot software issues, guiding clients through step-by-step solutions or escalating complex cases to higher-level support as necessary.

Log and maintain detailed records

Log and maintain detailed records of client interactions, inquiries, comments, and actions taken to effectively track and resolve support cases.

Create and maintain support documentation

Aid in creating and maintaining support documentation, including knowledge base articles and tutorials, to enhance client self-service options.

Identify patterns and provide feedback

Identify patterns in client inquiries and provide feedback to the product and development teams to drive continuous product improvements.

Upsell and cross-sell opportunities

Identify a need for upselling or cross-selling payments or other add-on products and forward client information to appropriate sales contacts.

Other duties as assigned

Complete other duties as assigned.

Policies and procedures

This position follows established policies and procedures to keep confidential information secure.

Qualifications

• Associate degree or minimum of 2 years of experience in a software support or customer service role, preferably in a SaaS or technology company.
• Strong technical and analytical skills, with the ability to diagnose and resolve software-related issues.
• Strong communication and interpersonal skills, with the ability to articulate technical concepts to non-technical clients.
• Knowledge of MS Suite including MS Graph.
• Strong problem-solving skills, multitasking abilities, and is detail oriented.
• Experience with SaaS, cloud and/or Tech Firms is a plus.
• Patience and empathy in dealing with clients, ensuring a positive support experience.
• Ability to work collaboratively in a team-oriented environment.
• Experience using customer support software, CRM systems and software company tools is advantageous.

Additional desirable qualifications

• Strong time management skills
• Strong initiative and sound decision-making ability

Company benefits

• Opportunity to Invest in Your Future: We offer a 401K match.
• Paid Time Off: Enjoy paid time off and paid holidays.
• Great Coverage: Take advantage of health, dental, and vision HSA and FSA policies.
• A Great Team: Collaborate with smart, curious, hardworking individuals.
• Performance Compensation: Be rewarded for your hard work with performance-based merits.
• Casual Environment: Be comfortable in our casual dress environment.
• Hybrid Work: Want to work from home occasionally? No problem!