Remote Technical Support Specialist for Nonprofits

SofterWare; Fort Washington (Montgomery County); On-site; USD 45,000 - 50,000; Full time

Benefits offered by this job

Paid time off

Volunteer days

401(k) with match

Medical, prescription, vision, andd 1

Job summary

SofterWare, a mission-driven SaaS provider for nonprofits, is seeking a Technical Support Representative to help clients navigate our DonorPerfect platform. This full-time, remote position supports late shift coverage and emphasizes friendly, expert assistance via phone, email, and chat.

You will diagnose issues, document cases, escalate where needed, and contribute to knowledge resources while maintaining privacy and data integrity.

Qualifications

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

Responsibilities

• Client Support: Provide friendly and professional technical assistance to clients via phone, chat, and email, addressing “how-to” and product usage needs.
• Issue Diagnosis: Troubleshoot reported issues by gathering details, isolating the root cause, and providing clear, effective resolution steps.
• Case Management: Manage assigned cases through to resolution, including prioritization, follow-up, and timely closure.
• Documentation: Maintain accurate and thorough case notes for all interactions, including issue details, troubleshooting performed, and outcomes.
• Escalation Management: Escalate defects, outages, and complex issues using established processes and provide complete context for efficient handoff.
• Knowledge Contribution: Utilize and contribute to internal knowledge resources to improve consistency and reduce repeat issues.
• Training Participation: Participate in ongoing product, process, and tool training to maintain current knowledge and improve service quality.
• Data Stewardship: Follow policies and best practices for customer verification, privacy, and secure handling of customer information in all support interactions.
• Shift Coverage: Be available to work various shifts during published support hours to ensure clients can receive timely, professional assistance throughout coverage windows.
• Support Principles: Adhere to the team’s defined Support Principles and apply them consistently in daily work and customer interactions.
• Additional Duties: Perform other duties as assigned.

Skills

Customer service

Troubleshooting

Communication

Adaptability

Organization

Team collaboration

Shift flexibility

Education

Bachelor’s degree preferred

Tools

Relational databases

Reporting concepts

Job description

SofterWare, a mission-driven SaaS provider for nonprofits, is seeking a Technical Support Representative to help clients navigate our DonorPerfect platform. This full-time, remote position supports late shift coverage and emphasizes friendly, expert assistance via phone, email, and chat.

You will diagnose issues, document cases, escalate where needed, and contribute to knowledge resources while maintaining privacy and data integrity.