Remote Tech Support Specialist for Nonprofit SaaS

SofterWare, Inc.; Washington, Northern (Washington County, KY); Hybrid; USD 45,000 - 50,000; Full time

Benefits offered by this job

Remote-first

Diversity & Inclusion

SofterWare Women’s Network

Wellness programs

Gives Back volunteer initiative

Slack-based community

Job summary

SofterWare, Inc. is a mission-driven tech company enabling nonprofits through SaaS. This remote, full-time role offers strong support capabilities across phone, email, and chat to help clients maximize DonorPerfect use.

The position emphasizes customer-centric troubleshooting, documentation, and collaboration across teams, with a focus on privacy and data handling. Remote work supports flexibility and work-life balance for a distributed team.

Qualifications

• 2+ years of customer-facing experience in customer service or technical support.
• Bachelor’s degree preferred.
• Experience training, teaching, coaching, or presenting information is a plus.
• Familiarity with relational databases and basic reporting concepts.

Responsibilities

• Provide friendly, professional technical assistance to clients via phone, chat, and email.
• Troubleshoot issues by gathering details, isolating root cause, and delivering resolution steps.
• Manage assigned cases through to resolution with timely follow-up and closure.
• Maintain accurate case notes for all interactions and outcomes.
• Escalate defects, outages, and complex issues with complete context for handoffs.
• Utilize and contribute to internal knowledge resources to improve consistency.
• Participate in ongoing product, process, and tool training to improve service quality.
• Follow policies for customer verification, privacy, and secure handling of information.
• Be available to work various shifts during published support hours.
• Adhere to the team’s Support Principles in daily work and customers interactions.
• Perform other duties as assigned.

Skills

Customer service

Troubleshooting

Communication

Adaptability

Organization

Reliability

Education

Bachelor’s degree

Tools

Relational databases

Basic reporting

Job description

SofterWare, Inc. is a mission-driven tech company enabling nonprofits through SaaS. This remote, full-time role offers strong support capabilities across phone, email, and chat to help clients maximize DonorPerfect use.

The position emphasizes customer-centric troubleshooting, documentation, and collaboration across teams, with a focus on privacy and data handling. Remote work supports flexibility and work-life balance for a distributed team.