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 portal, email, phone, and chat.

• Proactively communicate with clients regarding any file or communication issues.

• Record client concerns and the actions taken using ticketing software.

• Create or escalate Tier 1, 2, or 3 support requests to the Engineering team.

• Participate in the on-call rotation after hours.

• Exhibit comprehensive knowledge of one or more Rithum platforms and potentially act as a subject matter expert.

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

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

• Achieve or surpass goals related to client satisfaction, response time, issue resolution, and quality scores.

• Enhance client satisfaction through analysis and outreach efforts.

• Engage in workload management processes.

• Contribute to special projects as needed.

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

• Utilize AI, data, and scalable processes to enhance productivity, decision-making, automation, and outcomes.

⛳️ Requirements

• A minimum of 1 year of tech support experience, along with at least 1 year in a B2B software support role.

• Outstanding written and verbal communication skills in English, along with strong interpersonal and problem-solving abilities.

• Capable of organizing tasks and multitasking effectively.

• Proficient in writing clearly, concisely, and in an organized manner with the appropriate level of detail.

• Familiarity with the Windows computing environment and MS Office.

• Demonstrated skills in process improvement.

• Consistent access to reliable Internet.

• Previous experience with ticketing and CRM software.

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

• Preferred knowledge of APIs, EDI, XML, flat files, AS2, SFTP, and HTTP communication protocols.

• Prior experience with Rithum platforms is preferred.

• Previous remote work experience is preferred.

• A Bachelor’s degree in a relevant or related field is preferred.

🏝️ Benefits

• Discretionary bonus equivalent to 10% of the annual base salary.

• Comprehensive medical, dental, and vision benefits with affordable health care 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 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 options.

• Legal assistance and identity theft insurance plans.

• Life insurance coverage at 2 times the salary.

• Access to the Calm app and Employee Assistance Program.

• $65/month remote work stipend for internet expenses.

• Engaging culture and team-building activities.

• Tuition assistance programs.

• Opportunities for career development.

• Charitable contribution matching up to $250 per year.

• Remote-first working environment.

• Comprehensive benefits and wellness plans.