Technical Support Representative

This is a fully remote position, open to applicants in Alaska, +9 more states.

📋 Description

• Deliver courteous and professional technical support to clients through phone, chat, and email.

• Address inquiries regarding product usage and how-to assistance.

• Diagnose issues by collecting information, identifying root causes, and providing resolution steps.

• Oversee assigned cases by prioritizing, following up, resolving, and ensuring timely closure.

• Keep precise and comprehensive case notes.

• Escalate defects, outages, and complex issues with complete context.

• Utilize and contribute to internal knowledge resources.

• Engage in continual product, process, and tool training.

• Adhere to customer verification, privacy, and secure information-handling protocols.

• Provide shift coverage during the designated support hours.

• Comply with established Support Principles.

• Undertake additional duties as assigned.

⛳️ Requirements

• Minimum of 2 years of customer-facing experience in customer service, technical support, or a similar role.

• Bachelor’s degree is preferred.

• Experience in training, teaching, coaching, or presenting information to others is advantageous.

• Familiarity with relational databases and basic reporting concepts, such as querying and filtering data, is preferred.

• Strong customer service skills, including patience, empathy, and professionalism.

• Proficient troubleshooting abilities.

• Exceptional written and verbal communication skills.

• Capability to explain concepts to users with varying levels of expertise.

• Proficient in clear and accurate documentation.

• Ability to quickly learn new systems and workflows.

• Strong organizational and prioritization abilities.

• Capacity to manage multiple tasks in a fast-paced environment.

• Reliable follow-through, teamwork, sound judgment, and appropriate escalation.

• Must reside in Pennsylvania, New Jersey, New Hampshire, Delaware, Colorado, South Dakota, Texas, Wyoming, Alaska, or Florida to qualify as a W-2 employee.

• Availability to work various shifts during the published support hours.

🏝️ Benefits

• Remote-first, flexible work environment.

• Employee groups including Diversity & Inclusion, SofterWare Women’s Network, SofterWare Wellness, and SofterWare Gives Back.

• Virtual events and community-building activities.

• Paid time off and volunteer days.

• Matching gifts program.

• Parental and military leave.

• 401(k) with employer match and profit sharing.

• Medical, prescription, vision, and dental coverage.

• Pre-tax dependent coverage and voluntary benefits.

• Short-term disability.

• Employee Assistance and Wellness Programs.

• Quarterly incentive bonuses.

• Monthly profit-sharing bonus.