Software Support Specialist

Job Description

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Software Support Specialist based in United States. This remote role is an opportunity to become a trusted technical resource for customers using a broad suite of business software solutions. You’ll own customer questions from the initial request through resolution, ensuring issues are investigated, communicated, and resolved effectively. The position provides exposure to eCommerce, ordering, inventory, sourcing, fulfillment, digital assets, ERP integrations, and account management workflows. You’ll collaborate closely with Product, Engineering, Sales, and Operations to solve more complex issues and improve the overall customer experience. Beyond resolving individual cases, you’ll identify recurring problems and contribute to better documentation, processes, and support practices. This is a hands-on role within a collaborative environment where your work has a visible impact on customers and the products they rely on.
• Accountabilities: 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. 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. Benefits: Salary: $65,000–$75,000 USD annually, with final compensation based on experience, skills, and location. Remote work: Fully remote position within the United States. Customer impact: Join a focused team where your work directly influences customer satisfaction and product adoption. Broad product exposure: Gain experience across eCommerce, digital assets, ordering, inventory, ERP, sourcing, procurement, and fulfillment workflows. Cross-functional collaboration: Work closely with Product, Engineering, Sales, and Operations to solve meaningful customer challenges. Ownership: Manage customer cases end-to-end and see issues through to resolution. Growth opportunities: Contribute to documentation, process improvements, and product feedback while expanding your technical and SaaS expertise. Inclusive environment: Work within a team committed to diversity, equity, inclusion, and equal employment opportunities. Interview accommodations: AI-powered tools may be used during portions of the interview process, with alternative accommodations available upon request.
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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