Software Support Specialist

RithumE-commerce software

United States - RemoteFull-TimeJunior

Salary$45,000-$70,000 per year base pay; discretionary bonus is 10% of the annual base salary.

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Job Details

Languages: Written and verbal English
Experience: 1+ year of tech support experience, plus 1+ year of working in a b2b software support role.
Required Skills: Microsoft OfficeTechnical support

Have 1+ year of tech support experience and 1+ year of experience working in a B2B software support role.
Demonstrate written and verbal English communication, interpersonal, and problem-solving skills.
Be able to organize work and multitask.
Write clearly, concisely, and in an organized manner with appropriate detail.
Have experience with a Windows computing environment and MS Office.
Demonstrate collaboration and process improvement skills.
Have reliable internet access.
Have prior experience with ticketing and CRM software.
Have experience using AI tools such as ChatGPT, Microsoft Copilot, or Claude to improve productivity.
Knowledge of APIs, EDI, XML, flat files, AS2, SFTP, and HTTP communication protocols is preferred.
Experience using Rithum platforms and prior remote work experience are preferred.
A bachelor's degree in an applicable discipline or related field is preferred.

Handle inbound Tier 1 and 2 software support requests through the portal, email, telephone, and chat.
Send proactive client communications about file or communication failures.
Document client issues and actions taken using ticketing software.
Create or escalate support requests to Engineering for Tier 1, 2, or 3 issues.
Participate in the on-call rotation for after-hours support coverage.
Demonstrate in-depth knowledge of one or more Rithum platforms and serve as a subject matter expert where appropriate.
Create and maintain internal knowledge base articles and support resources.
Identify emerging trends from ticket patterns and client feedback and communicate them to management.
Support client satisfaction efforts through analysis and outreach, participate in workload management, and contribute to special projects.
Mentor and coach new team members and help Level 1 agents with training gaps and escalation guidance.

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