Software Support Representative - Remote

Timesolv Corporation - Raleigh, NC

Full-time - Entry Level

Remote - Raleigh, NC

Professional, Scientific, and Technical Services

About the position

The Software Support Representative at TimeSolv is responsible for resolving client software-related inquiries and issues, ensuring high levels of client satisfaction. This role involves collaborating with cross-functional teams and providing support through various channels, including email and phone. The representative will also assist in creating support documentation and identifying opportunities for product improvements.

Responsibilities

• Serve as the primary point of contact for clients seeking software support through various channels, such as email and phone.
• Diagnose and troubleshoot software issues, guiding clients through step-by-step solutions or escalating complex cases to higher-level support as necessary.
• Log and maintain detailed records of client interactions, inquiries, comments, and actions taken to effectively track and resolve support cases.
• Assist in creating and maintaining support documentation, including knowledge base articles and tutorials, to enhance client self-service options.
• Identify patterns in client inquiries and provide feedback to the product and development teams to drive continuous product improvements.
• Identify a need for upselling or cross-selling payments or other add-on products and forwarding client information to appropriate sales contact.
• Complete other duties as assigned.

Requirements

• Associate degree or minimum of 2 years of experience in a software support or customer service role, preferably in a SaaS or technology company.
• Strong technical and analytical skills, with the ability to diagnose and resolve software-related issues.
• Strong communication and interpersonal skills, with the ability to articulate technical concepts to non-technical clients.
• Knowledge of MS Suite including MS Graph.
• Strong problem-solving skills, multitasking abilities, and is detail-oriented.
• Experience with SaaS, cloud and/or Tech Firms is a plus.
• Patience and empathy in dealing with clients, ensuring a positive support experience.
• Ability to work collaboratively in a team-oriented environment.
• Experience using customer support software, CRM systems and software company tools is advantageous.

Nice-to-haves

• Strong time management skills
• Strong initiative and sound decision-making ability

Benefits

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health savings account
• Paid holidays
• Paid time off
• Vision insurance