Software Support Specialist

Our client provides software solutions focused on marketing automation, eCommerce, brand management, and business operations tailored for distributors, agencies, and enterprise marketing teams. Their platform integrates functionalities such as branded storefronts, digital asset management, ordering, inventory, sourcing, and fulfillment within a unified environment. As part of a global group specializing in vertical market software businesses, the organization concentrates on specialized industries where domain expertise enhances competitive advantage.

About the Role

The Software Support Specialist serves as a primary contact for customers, addressing their inquiries and resolving software-related issues. This role manages customer support cases from initial contact through resolution, collaborating closely with product and engineering teams to handle complex challenges. The position directly influences customer satisfaction by ensuring effective use of the software.

Responsibilities

• Respond to customer inquiries via email, phone, and chat
• Troubleshoot issues related to storefronts, orders, templates, digital assets, ERP systems, and accounts
• Assist with account setup, configuration, and user access
• Manage support tickets through to resolution
• Maintain accurate case documentation and escalate issues when necessary
• Address questions involving order, sourcing, inventory, procurement, and fulfillment processes
• Identify recurring problems and communicate patterns to product and operations teams
• Collaborate with product, engineering, and sales to resolve complex cases
• Maintain internal and customer-facing support documentation

Requirements

• 1 to 3 years of experience in customer support, client services, or related areas
• Strong verbal and written communication skills
• Ability to explain technical concepts clearly and simply
• Effective problem-solving abilities and capacity to handle multiple cases concurrently
• Sound judgment on when to investigate independently or escalate issues

Strongly Preferred:

• Experience with SaaS, eCommerce, ERP, marketing technology, or support ticketing platforms
• Familiarity with digital asset management, order management, inventory, or system integrations
• Basic SQL or data-querying skills
• Experience utilizing AI tools to support customer communication, research, or documentation

Pay

The salary range for this role is $65,000 to $75,000 USD per year. Final compensation will be determined based on experience, skills, and location.