Technical Support Representative – Late Shift

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

📋 Description

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

• Address inquiries related to product usage and how-to questions.

• Investigate and resolve technical issues by collecting information and identifying root causes.

• Provide clear and effective steps for resolution.

• Manage assigned cases by prioritizing, following up, resolving, and closing them in a timely manner.

• Maintain precise case notes that document problems, troubleshooting processes, and outcomes.

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

• Utilize and contribute to internal knowledge resources.

• Engage in continual training on products, processes, and tools.

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

• Work designated shifts to ensure adequate support coverage.

• Comply with established Support Principles.

• Perform additional duties as assigned.

⛳️ Requirements

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

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

• Strong skills in customer service.

• Effective troubleshooting abilities.

• Exceptional written and verbal communication skills.

• Ability to adapt and learn new systems and workflows swiftly.

• Excellent organizational and prioritization abilities.

• Dependable teamwork skills and sound judgment regarding when to seek assistance or escalate issues.

• Capability to consistently work the assigned late shift schedule.

• Bachelor’s degree is preferred.

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

• Familiarity with relational databases and basic reporting concepts is preferred.

🏝️ Benefits

• Remote-first, flexible work environment.

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

• Virtual events and remote 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.