Software Support Specialist

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

📋 Description

• Manage incoming Tier 1 and Tier 2 software support inquiries via the portal, email, phone, and chat.

• Proactively communicate outbound regarding file or communication failures.

• Record client issues and actions taken utilizing ticketing software.

• Generate and escalate support requests to Engineering for Tier 1, 2, or 3 issues.

• Engage in the on-call rotation for after-hours support coverage.

• Exhibit a comprehensive understanding of one or more Rithum platforms.

• Act as a subject matter expert in a specific area when necessary.

• Develop and maintain internal knowledge base articles and support resources.

• Identify and relay emerging trends to management based on ticket patterns and client feedback.

• Achieve or surpass performance objectives for client satisfaction, response time, issue resolution, and quality.

• Enhance client satisfaction through analysis and outreach efforts.

• Participate in workload management processes.

• Contribute to special projects.

• Mentor or coach new team members and assist Level 1 agents with training gaps and escalation guidance.

• Utilize AI, data, and scalable processes to enhance productivity, innovation, and outcomes.

⛳️ Requirements

• Minimum of 1 year of experience in computer/technical/call center client service.

• Exceptional written and verbal communication skills in English.

• Strong interpersonal and problem-solving capabilities.

• Ability to organize tasks and multitask effectively.

• Skill in writing clearly, succinctly, and in an organized manner with necessary detail.

• Familiarity with the Windows computing environment and MS Office.

• Demonstrated skills in process improvement.

• Reliable access to the internet.

• Previous experience with ticketing and CRM software.

• Proficiency in using AI tools such as ChatGPT, Microsoft Copilot, or Claude for research, communication, analysis, documentation, automation, workflow optimization, and decision-making.

• Preferred: Bachelor’s degree in a relevant discipline or related field.

🏝️ Benefits

• Discretionary bonus of 10% of annual base salary.

• Comprehensive medical, dental, and vision benefits with affordable healthcare plans and company HSA contributions, starting on Day 1.

• 6% 401(k) match.

• 20 days of Paid Time Off.

• 9 Company-Paid holidays.

• 2 paid floating holidays.

• 7 paid sick days.

• 2 Wellness days.

• 1 Paid Volunteer Day.

• PTO increases to 22 days after 3 years of service and 25 days after 5 years.

• 12 weeks of primary caregiver leave.

• 4 weeks of secondary caregiver leave.

• Accident, critical illness, and hospital indemnity insurance.

• Pet insurance.

• Legal assistance and identity theft insurance plans.

• Life insurance at 2x salary.

• Access to the Calm app.

• Employee Assistance Program.

• $65/month remote work stipend for internet.

• Culture and team-building activities.

• Tuition assistance.

• Career development opportunities.

• Charitable contribution match up to $250 per year.

• Remote-first working conditions.

• Comprehensive benefits and wellness plans.

• Up to 10% travel requirement.