Software Support Specialist I
New
N
NcontractsFinTech / SaaS
Dispersed US teamFull-TimeEntry
Salary$45K - $55K
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Job Details
- Experience
- At least 3 years’ experience working in a client facing role and at least 1-2 years of support experience with a software company
- Required Skills
- SalesforceJiraMicrosoft OfficeComplianceSaaSRisk ManagementCustomer support
Requirements
- At least 3 years of experience in a client-facing role.
- At least 1-2 years of support experience with a software company, preferably SaaS or FinTech.
- Excellent writing and verbal communication skills.
- Strong attention to detail.
- Proficiency with Microsoft Office.
- Ability to work independently and meet deadlines.
- Ability to handle multiple tasks and prioritize effectively.
- Must thrive in a fast-paced environment.
- Experience with Salesforce Support or similar software preferred.
- Knowledge of Jira or other ticketing systems preferred.
- Risk/Compliance Management experience preferred.
Responsibilities
- Interact with customers via telephone, chat and/or e-mail to provide software support.
- Manage case load by prioritizing based on multiple factors and communicate with the development team.
- Follow the escalation process when needed.
- Maintain departmental metrics such as first response rate, non-dev case closure times, and CSAT.
- Provide education and basic training to clients on software modules.
- Answer and resolve incoming support requests in the ticketing system.
- Document communication clearly and concisely.
- Provide detailed reports to the development team to assist in the resolution of software bugs.
- Import and configure client data within software as needed.
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