Remote Software Support Specialist – Tier 1/2

Rithum LinkedIn Board

United States

Remote

USD 45,000 - 70,000

Full time

12 days ago

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Benefits offered by this job

Remote-first working

Health, dental and vision benefits

6% 401(k) match

Paid time off

Discretionary bonus

Job summary

Rithum is seeking a Software Support Specialist to resolve inbound software queries via portal, email, phone and chat, documenting issues and resolutions, and mentoring new team members. The role supports global coverage and may involve rotating shifts.

You will leverage AI to improve productivity, maintain quality, and contribute to knowledge base updates in a remote-first, fast-paced environment.

Qualifications

1+ years computer/technical/call center client service experience.
Excellent communication (written and verbal English), interpersonal and problem-solving skills.
Experience with Windows computing environment, MS Office.
Prior experience with Ticketing and CRM software.
Experience using AI tools to improve productivity through research, communication, analysis, documentation, automation, workflow optimization, and decision-making.

Responsibilities

Handle inbound software support requests through various channels (portal, email, telephone, chat).
Send proactive outbound communications to clients regarding file or communication failures.
Document client issues and actions taken using ticketing software.
Escalate to Engineering for Tier 1–3 issues and create support requests.
Participate in on-call rotation for after-hours coverage.
Identify trends from ticket patterns and client feedback to inform management.