Software Support Specialist
New
R
RithumB2B software
Location: United States - RemoteFull-TimeJunior
SalaryExpected base pay range is: $45,000-$70,000 per year. In addition to base pay, we offer a discretionary bonus for non-sales roles. For this position, the expected 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
- RESTful APIsMS OfficeProcess improvement
Requirements
- Have 1+ year of tech support experience.
- Have 1+ year of experience working in a B2B software support role.
- Bring excellent 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 an appropriate level of detail.
- Have experience with a Windows computing environment and MS Office.
- Be an effective collaborator with 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.
- Be available for travel up to 10%.
Responsibilities
- Handle 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 when applicable.
- Create and maintain internal knowledge base articles and support resources.
- Identify and communicate emerging trends based on ticket patterns and client feedback.
- Support client satisfaction efforts through analysis and outreach, and participate in workload management.
- Mentor or coach new team members and support Level 1 agents with training gaps and escalation guidance.
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