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.

• Initiate proactive outbound notifications concerning file or communication issues.

• Record client problems and actions taken using ticketing software.

• Create and escalate Tier 1, 2, or 3 support tickets to Engineering.

• Participate in the on-call rotation after hours.

• Exhibit a thorough understanding of one or more Rithum platforms and act as a subject matter expert when necessary.

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

• 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.

• Engage in workload management procedures.

• Contribute to special projects as needed.

• Mentor or coach new team members and provide training and escalation guidance to Level 1 agents.

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

⛳️ Requirements

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

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

• Capacity to organize tasks and handle multiple responsibilities simultaneously.

• Proficiency in writing clearly, concisely, and in an organized way with appropriate detail.

• Familiarity with the Windows computing environment and MS Office.

• Proven collaboration skills and experience in process improvement.

• Reliable internet connection is a must.

• Previous experience with ticketing and CRM software is required.

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

• Up to 10% travel may be necessary.

🏝️ Benefits

• Discretionary bonus of 10% of annual base salary.

• Medical, dental, and vision benefits with company HSA contributions, effective from Day 1.

• 6% matching contribution for 401(k).

• 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 of service.

• 12 weeks of primary caregiver leave.

• 4 weeks of secondary caregiver leave.

• Accident, critical illness, and hospital indemnity insurance.

• Pet insurance available.

• Plans for legal assistance and identity theft insurance.

• Life insurance equivalent to 2x salary.

• Access to the Calm app and Employee Assistance Program.

• $65/month remote work stipend for internet.

• Opportunities for culture and team-building activities.

• Tuition assistance offered.

• Career development opportunities available.

• Charitable contribution match up to $250 per year.

• Remote-first working environment.

• Comprehensive benefits and wellness plans.