Software Support Specialist

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

📋 Description

• Address customer inquiries via email, phone, and chat

• Diagnose issues related to storefronts, orders, templates, digital assets, ERP, and accounts

• Assist customers with setting up accounts, configurations, and user access

• Oversee support tickets from the initial contact to resolution

• Keep clear and precise case notes, escalating issues when necessary

• Provide support for questions regarding orders, sourcing, inventory, procurement, and fulfillment

• Recognize recurring issues and communicate trends to Product and Operations teams

• Collaborate with Product, Engineering, and Sales teams to address complex cases

• Maintain the internal knowledge base and customer-facing support documentation

⛳️ Requirements

• 1–3 years of experience in customer support, client services, or related fields

• Excellent written and verbal communication abilities

• Capability to convey technical information in a clear and straightforward manner

• Strong problem-solving skills with the ability to juggle multiple open cases

• Good judgment in determining when to investigate independently and when to escalate

• Experience with SaaS, eCommerce, ERP, marketing technology, or support ticketing platforms is highly preferred

• Familiarity with digital asset management, order management, inventory, or integrations is strongly preferred

• Basic SQL or data-querying skills are strongly preferred

• Experience utilizing AI tools for customer communication, research, or documentation is strongly preferred

🏝️ Benefits

• Visible impact: Be part of a small team where your contributions directly enhance the customer experience

• Broad exposure: Assist customers across various products and business workflows

• Close collaboration: Work closely with Product, Engineering, Sales, and Operations to resolve customer issues

• Meaningful ownership: Take charge of cases from the initial inquiry to final resolution

• AI-powered tools, including transcription and automated note-taking, will be utilized during parts of the interview process

• Alternative interview accommodations available upon request

• An inclusive workplace dedicated to fostering diverse, equitable, and inclusive teams