Software Support Specialist
New
J
JobgetherSoftware, SaaS
Fully remote position within the United States.Full-TimeMiddle
Salary65,000 - 75,000 USD per year
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Job Details
- Experience
- 1–3 years
- Required Skills
- SQLSaaSTroubleshootingTechnical supportCustomer support
Requirements
- 1–3 years of experience in customer support, client services, technical support, or a comparable customer-facing role.
- Strong written and verbal communication skills, with the ability to explain technical information clearly to both technical and non-technical audiences.
- Strong analytical and problem-solving abilities, with the capacity to investigate issues independently and determine appropriate next steps.
- Excellent organization and case-management skills, including the ability to manage multiple open issues while maintaining accuracy and attention to detail.
- Good judgment regarding when to troubleshoot independently and when to escalate an issue to Product, Engineering, or another specialized team.
- Experience with SaaS, eCommerce, ERP, marketing technology, or customer support/ticketing platforms is strongly preferred.
- Familiarity with digital asset management, order management, inventory systems, business integrations, sourcing, or fulfillment workflows is an advantage.
- Basic SQL or data-querying skills are a plus, particularly for investigating customer or system data.
- Experience using AI tools for customer communication, research, troubleshooting, or documentation is desirable.
- A collaborative, customer-focused mindset and the ability to build productive relationships across technical and business teams.
Responsibilities
- Respond to customer questions and support requests through email, phone, and chat, providing timely, professional, and solutions-oriented assistance.
- Troubleshoot issues involving storefronts, orders, templates, digital assets, ERP connections, accounts, configurations, user access, inventory, procurement, sourcing, and fulfillment.
- Own support tickets throughout their lifecycle, from initial contact and investigation through resolution, ensuring customers receive clear updates along the way.
- Maintain accurate case notes, document troubleshooting steps and outcomes, and use sound judgment to determine when escalation is appropriate.
- Work collaboratively with Product, Engineering, Sales, Operations, and other internal teams to investigate and resolve complex customer issues.
- Identify recurring customer problems and emerging patterns, sharing insights that can contribute to product improvements and operational efficiencies.
- Maintain and improve internal knowledge-base content and customer-facing documentation to make troubleshooting and product adoption easier.
- Help customers configure their accounts and software environments while explaining technical concepts in a clear, accessible manner.
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