Software Support Specialist
New
D
DemandBridgeMarketing Automation
United StatesFull-TimeMiddle
Salary65,000 - 75,000 USD per year
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Job Details
- Experience
- 1–3 years
- Required Skills
- SQLSaaSCustomer support
Requirements
- 1–3 years of customer support, client services, or similar experience.
- Strong written and verbal communication skills.
- Ability to explain technical information clearly and simply.
- Strong problem-solving skills and ability to manage multiple open cases.
- Good judgment around when to investigate independently and when to escalate.
- Experience with SaaS, eCommerce, ERP, marketing technology, or support ticketing platforms (strongly preferred).
- Familiarity with digital asset management, order management, inventory, or integrations (strongly preferred).
- Basic SQL or data-querying skills (strongly preferred).
- Experience using AI tools to support customer communication, research, or documentation (strongly preferred).
Responsibilities
- Respond to customer questions through email, phone, and chat.
- Troubleshoot storefront, order, template, digital asset, ERP, and account issues.
- Support customers with account setup, configuration, and user access.
- Manage support tickets from initial contact through resolution.
- Maintain clear and accurate case notes and escalate issues when needed.
- Support order, sourcing, inventory, procurement, and fulfillment questions.
- Identify recurring issues and share patterns with Product and Operations.
- Work with Product, Engineering, and Sales to resolve complex cases.
- Maintain internal knowledge-base and customer-facing support documentation.
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