Software Support Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver prompt and professional assistance through email, chat, phone, and ticketing systems.

• Diagnose common product, account, and workflow-related issues for customers and internal users.

• Precisely document customer interactions, troubleshooting procedures, and solutions.

• Refer unresolved, urgent, or complex issues to senior team members when necessary.

• Oversee assigned ticket queues and ensure timely follow-up and resolution of cases.

• Support various products, communication channels, and operational requirements based on business priorities.

• Uphold quality, productivity, and customer service standards across all assigned tasks.

• Develop and maintain knowledge of supported products, tools, and workflows through continuous training and coaching.

• Communicate clearly and professionally with customers, colleagues, and leadership.

• Collaborate with team members to enhance daily operations, facilitate knowledge sharing, and drive continuous improvement initiatives.

⛳️ Requirements

• Over 1 year of experience in customer support, technical support, SaaS support, retail service, or a related field is preferred.

• Excellent written and verbal communication abilities.

• Capacity to handle multiple priorities in a dynamic environment.

• Quick to learn new tools, systems, and processes.

• Strong customer service orientation with attention to detail and problem-solving capabilities.

• Professional, dependable, coachable, and team-focused work ethic.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance coverage.

• Company-funded life and disability insurance.

• Availability of a 401(k) retirement plan.

• Paid parental leave.

• Flexible vacation policy – take the time you need when it suits you.

• Company-provided work equipment.

• Opportunities for internal advancement and career development.