Remote Software Support Specialist

Careerswift; United States; Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Remote-first environment

Professional development opportunities

Benefits package

Job summary

CerebriOS is seeking a Software Support Specialist to help customers use our B2B SaaS products. You will answer questions, guide users through features, and troubleshoot issues from a customer-focused, remote-first environment.

Ideal candidates have 1+ year in software support, excellent communication skills, and a knack for explaining technical concepts to non-technical users. This role emphasizes problem solving, documentation, and collaboration with product and engineering teams.

Qualifications

• 1+ year of experience in software support, customer support, technical support, or a similar role.
• Strong problem-solving and troubleshooting skills.
• Comfortable learning new software products and technologies.
• Strong written and verbal English communication skills.
• Ability to explain technical information clearly to non-technical users.
• Patient, customer-focused approach.
• Strong attention to detail and follow-through.
• Comfortable working independently in a remote environment.

Responsibilities

• Respond to customer questions about CerebriOS software products.
• Guide users through product features, settings, and workflows.
• Troubleshoot common software and account-related issues.
• Help customers identify and resolve basic configuration problems.
• Investigate reported issues and determine the appropriate next steps.
• Document support requests, troubleshooting steps, and resolutions.
• Escalate more complex issues to Application Support, Product, or Engineering teams.
• Follow up with customers to ensure issues are resolved.
• Create and update product guides, FAQs, and support documentation.
• Identify recurring questions or issues and share feedback with internal teams.
• Help customers understand product updates and new features.

Skills

Software support

Troubleshooting

English communication

Problem solving

Independent work

Tools

Zendesk

Intercom

Jira

Job description

CerebriOS is seeking a Software Support Specialist to help customers use our B2B SaaS products. You will answer questions, guide users through features, and troubleshoot issues from a customer-focused, remote-first environment.

Ideal candidates have 1+ year in software support, excellent communication skills, and a knack for explaining technical concepts to non-technical users. This role emphasizes problem solving, documentation, and collaboration with product and engineering teams.