Remote Software Customer Support Representative

Overview

Our client is seeking a Remote Software Customer Support Representative to manage client support requests, provide updates, and collaborate with the development team to resolve technical issues. This role is ideal for individuals with excellent communication skills and a customer-first mindset, who are comfortable working in a remote environment and have experience with software products.

Challenges you would face

• Manage client support tickets from submission to resolution
• Provide regular status updates to clients regarding their requests
• Collaborate with the development team to troubleshoot and resolve issues
• Break down complex technical information into simple, non-technical language
• Escalate unresolved tickets and follow up to ensure timely resolution
• Maintain accurate records of client interactions and resolutions within the ticketing system

The ideal candidate

• Proven experience in customer support, preferably in a software environment
• Excellent written and verbal communication skills
• Basic understanding of software applications and common technical issues
• Experience with support ticketing systems (e.g., HelpScout, Freshdesk, Jira)
• Strong problem-solving skills and attention to detail
• Ability to manage and prioritize multiple client requests in a fast-paced remote work environment

Plus

• Experience in a SaaS company
• Familiarity with software development concepts or basic programming knowledge
• Experience with CRM tools and remote collaboration software such as Slack, Zoom, or Microsoft Teams