Remote Software Support Specialist

Sales Match; City of Syracuse (NY); Remote; USD 60,000 - 81,000; Full time

Benefits offered by this job

Remote work

Onboarding & training

Regular check-ins

Skill development

Health & benefits

Job summary

Sales Match is hiring a Software Support Agent. This fully remote, desk-based role supports software users, resolving login and software issues through step-by-step guidance. The agent collaborates with senior specialists within a technical support team and works from home in New York, United States, with a 40-hour weekly commitment. Shifts may vary.

The role emphasizes clear communication, ticket accuracy, and escalation when needed, ensuring user problems are resolved efficiently.

Qualifications

• High school diploma or equivalent.
• Basic understanding of desktop operating systems, web browsers, and application settings.
• Familiarity with Freshdesk or similar support platforms.

Responsibilities

• Receive tickets via queue and email, organized in Freshdesk.
• Confirm OS, browser, error message, and impact before troubleshooting.
• Review ticket history and articles to avoid repeated steps.
• Guide users through account access steps and settings.
• Reproduce problems using approved test procedures.
• Document symptoms and steps in the ticket for handoff to another agent.
• Explain next steps in plain language and verify results with user.
• Escalate unresolved or out-of-scope issues to senior specialists.
• Follow up on tickets and confirm resolution.
• Maintain thorough ticket notes and timely responses.

Skills

Clear communication

Troubleshooting steps following

Remote work setup

Education

High school diploma

Tools

Freshdesk

Job description

Sales Match is hiring a Software Support Agent. This fully remote, desk-based role supports software users, resolving login and software issues through step-by-step guidance. The agent collaborates with senior specialists within a technical support team and works from home in New York, United States, with a 40-hour weekly commitment. Shifts may vary.

The role emphasizes clear communication, ticket accuracy, and escalation when needed, ensuring user problems are resolved efficiently.