Software Support Analyst
New
Remote-first work environment.
This is a full-time W-2 position. Employment is contingent upon successful completion of standard employment verification (I-9) and background checks. Candidates must be authorized to work in the United States without the need for sponsorship.
Final candidates located in the United States will be required to undergo a criminal background check through Checkr. Any background check will be conducted in compliance with applicable laws and regulations., Monday through Friday, 8:00 AM to 4:00 PM MST schedule. After onboarding, you will transition to your permanent shift: Saturday through Wednesday, 9:00 AM to 5:00 PM MST.Full-TimeJunior
Salary not disclosed
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Job Details
- Experience
- 1+ years of experience in customer support, technical support, SaaS support, retail service, or a related field preferred.
- Required Skills
- Communication SkillsProblem SolvingTroubleshootingTechnical supportCustomer support
Requirements
- 1+ years of experience in customer support, technical support, SaaS support, retail service, or a related field preferred.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Comfortable learning new tools, systems, and processes quickly.
- Strong customer service mindset with attention to detail and problem-solving skills.
- Professional, reliable, coachable, and team-oriented approach to work.
Responsibilities
- Provide timely and professional support through email, chat, phone, and ticketing systems.
- Troubleshoot common product, account, and workflow-related issues for customers and internal users.
- Accurately document customer interactions, troubleshooting steps, and resolutions.
- Escalate unresolved, urgent, or complex issues to senior team members when appropriate.
- Manage assigned ticket queues and ensure timely follow-up and case resolution.
- Support multiple products, communication channels, and operational needs based on business priorities.
- Maintain quality, productivity, and customer service standards across all assigned work.
- Build and maintain knowledge of supported products, tools, and workflows through ongoing training and coaching.
- Communicate clearly and professionally with customers, teammates, and leadership.
- Collaborate with team members to support daily operations, knowledge sharing, and continuous improvement efforts.
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