Remote Tech Support Specialist - Nonprofit SaaS Late-Shift

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

Job summary

SofterWare, Inc. is seeking a Technical Support Representative to deliver friendly, expert assistance for our SaaS nonprofit software. You will handle inquiries via phone, chat, and email, diagnose issues, and guide customers toward successful outcomes while keeping detailed case notes.

This remote-first role prioritizes late-shift coverage, offers comprehensive benefits, and opportunities to grow through product and process training in a collaborative, mission-driven environment.

Qualifications

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

Responsibilities

• Provide friendly and professional technical assistance to clients via phone, chat, and email.
• Troubleshoot reported issues by gathering details, isolating the root cause, and providing clear resolution steps.
• Manage assigned cases through to resolution with prioritization, follow-up, and timely closure.
• Maintain accurate and thorough case notes for all interactions and outcomes.
• Escalate defects and outages with context for efficient handoff and resolution.

Skills

Customer Service

Troubleshooting

Communication

Adaptability

Organization

Schedule Reliability

Education

Bachelor’s degree preferred

Tools

Relational Databases

Reporting Concepts

Job description

SofterWare, Inc. is seeking a Technical Support Representative to deliver friendly, expert assistance for our SaaS nonprofit software. You will handle inquiries via phone, chat, and email, diagnose issues, and guide customers toward successful outcomes while keeping detailed case notes.

This remote-first role prioritizes late-shift coverage, offers comprehensive benefits, and opportunities to grow through product and process training in a collaborative, mission-driven environment.