> Markdown version of [/jobs/ext/2709288-technical-support-representative](https://www.wearedevelopers.com/jobs/ext/2709288-technical-support-representative). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Representative - **Company:** Softerware, Inc. - **Location:** Fort Washington, MD, United States (Remote available) - **Experience:** Experienced - **Salary:** $45,000.0 - $50,000.0 - **Contract:** Permanent contract - **Skills:** Relational Databases, Data Management - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/technical-support-representative-late-shift-softerware-9803030 ## About the Role * Strong customer service skills: Demonstrates patience, empathy, and professionalism. * Effective troubleshooting skills: Able to investigate issues and determine next steps. * Excellent written and verbal communication: Able to explain concepts to users with varying skill levels and document clearly and accurately. * Adaptability: Learns new systems and workflows quickly and adjusts effectively as processes and products evolve. * Strong organization and prioritization skills: Able to manage multiple tasks in a fast-paced environment. * Reliable teammate: Consistently follows through, supports team workload, and uses sound judgment on when to ask for help or escalate. * Schedule reliability: Able to consistently work the assigned late shift schedule and support team coverage needs., * 2+ years of customer-facing experience in customer service, technical support, or a related role * Bachelor's degree preferred * Experience training, teaching, coaching, or presenting information to others is a plus * Familiarity with relational databases and basic reporting concepts (e.g., querying/filtering data) preferred ## Description The Technical Support Representative provides friendly, expert support to clients using our software. In this role, you'll respond to questions and technical issues via phone, email, and chat, investigate and troubleshoot concerns, and walk customers through tasks to help them reach their goals. You'll keep thorough case notes, work with internal teams when an issue needs escalation or deeper review, and capture feedback that helps improve the customer experience. This position is specifically scheduled to support late shift coverage and helps ensure clients receive timely, professional assistance during later support hours., * Client Support: Provide friendly and professional technical assistance to clients via phone, chat, and email, addressing "how-to" and product usage needs. * Issue Diagnosis: Troubleshoot reported issues by gathering details, isolating the root cause, and providing clear, effective resolution steps. * Case Management: Manage assigned cases through to resolution, including prioritization, follow-up, and timely closure. * Documentation: Maintain accurate and thorough case notes for all interactions, including issue details, troubleshooting performed, and outcomes. * Escalation Management: Escalate defects, outages, and complex issues using established processes and provide complete context for efficient handoff. * Knowledge Contribution: Utilize and contribute to internal knowledge resources to improve consistency and reduce repeat issues. * Training Participation: Participate in ongoing product, process, and tool training to maintain current knowledge and improve service quality. * Data Stewardship: Follow policies and best practices for customer verification, privacy, and secure handling of customer information in all support interactions. * Shift Coverage: Be available to work various shifts during published support hours to ensure clients can receive timely, professional assistance throughout coverage windows. * Support Principles: Adhere to the team's defined Support Principles and apply them consistently in daily work and customer interactions. * Additional Duties: Perform other duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. ## Related Videos - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [How to Navigate Professional Relationships in the Tech Industry](https://www.wearedevelopers.com/videos/1276-how-to-navigate-professional-relationships-in-the-tech-industry) - [It's all about the Data](https://www.wearedevelopers.com/videos/425-it-s-all-about-the-data) - [You’re a great coder? That alone won’t get you far: The soft skills secret in IT success](https://www.wearedevelopers.com/videos/1076-you-re-a-great-coder-that-alone-won-t-get-you-far-the-soft-skills-secret-in-it-success) - [The Data Mesh as the end of the Datalake as we know it](https://www.wearedevelopers.com/videos/156-the-data-mesh-as-the-end-of-the-datalake-as-we-know-it) - [Databaseless Data Processing - High-Performance for Cloud-Native Apps and AI](https://www.wearedevelopers.com/videos/1024-databaseless-data-processing-high-performance-for-cloud-native-apps-and-ai) ## Related Articles - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [What is Software Engineering?](https://www.wearedevelopers.com/magazine/289-what-is-software-engineering) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Top Characteristics of a Software Engineer](https://www.wearedevelopers.com/magazine/166-top-characteristics-of-a-software-engineer)