Software Support Specialist

Job description

About this role

As a Software Support Specialist , you play a crucial role in providing accurate and timely support to our clients. You will provide support by addressing inbound software queries through various channels such as portal, email, telephone, and chat. Your responsibilities include promptly responding to clients’ requests, accurately documenting issues and resolutions, and proactively identifying trends for management attention. You use your knowledge and expertise to mentor/coach new team members and assist Level 1 associates.

Responsibilities

• - Handle inbound software support requests through various channels, including the portal, email, telephone, and chat. (Tier 1 and 2 support)
• - Send proactive outbound communications to clients regarding file or communication failures.
• - Accurately document client issues and all actions taken (both internal and external) using ticketing software.
• - Create and/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 an in-depth understanding of one or more Rithum platforms; may serve as a subject matter expert (SME) in a specific area of expertise.
• - Create and maintain internal knowledge base articles and other support resources.
• - Identify and communicate emerging trends to management based on ticket patterns and client feedback.
• - Consistently meet or exceed departmental and individual performance goals, including metrics such as client satisfaction, initial response time, issue resolution, and quality scorecard results.
• - Support client satisfaction efforts through analysis and outreach.
• - Participate in workload management processes.
• - Contribute to special projects as assigned.
• - Act as a peer mentor or coach to new team members; support Level 1 agents with training gaps and escalation guidance.

Qualifications and requirements

• - 1+ years computer/technical/call center client service experience.
• - Excellent communication (written and verbal English), interpersonal and problem-solving skills.
• - Ability to organize work and multi-task.
• - Demonstrated ability to write in a clear, concise, organized manner with an appropriate level of detail.
• - Experience with Windows computing environment, MS Office.
• - Effective collaborator with proven process improvement skills.
• reliable Internet access.
• - Prior experience with Ticketing and CRM software.
• - Experience using AI tools (e.g., ChatGPT, Microsoft Copilot, Claude) to improve productivity through research, communication, analysis, documentation, automation, workflow optimization, and decision-making.
• - 1 year of tech support experience, plus 1 year of working in a b2b software support role.
• - Knowledge of APIs, EDI, XML, Flat Files and AS2, SFTP, HTTP communication protocols.
• - Experience using the Rithum platforms.
• - Prior experience working remotely.
• - Bachelor’s degree in the applicable discipline or related field preferred.