Software Support Representative - Remote

The primary function of this position is to resolve our client’s software-related inquiries and issues. As a Software Support Representative, you will collaborate closely with cross-functional teams to deliver outstanding support and ensure client satisfaction., * 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.

This position follows established policies and procedures to keep confidential information secure.

• 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.

Additional desirable qualifications:

• Strong time management skills
• Strong initiative and sound decision-making ability
• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Ability to travel as needed

Pulled from the full job description

• 401(k) matching
• Paid time off
• Health savings account
• Dental insurance
• Flexible spending account
• Paid holidays
• Work from home, * Opportunity to Invest in Your Future. We offer a 401K match.
• Paid Time Off. Enjoy paid time off and paid holidays.
• Great Coverage. Take advantage of health, dental, and vision HSA and FSA policies.
• A Great Team. Collaborate with smart, curious, hardworking individuals.
• Performance Compensation. Be rewarded for your hard work with performance-based merits.
• Casual Environment. Be comfortable in our casual dress environment.
• Hybrid Work. Want to work from home occasionally? No problem!

ProfitSolv is a SaaS business services provider for the legal and accounting industry We are looking for a Software Support Representative to join our growing team!