Software Customer Service Representative

Hrstalentsolutions; Des Moines (IA); Remote; USD 35,000 - 50,000; Full time

Benefits offered by this job

Remote work

Training provided

Job summary

Hrstalentsolutions is seeking a Software Account Support Associate for a full-time remote role in the United States. You will guide users through approved help materials, walk through routine steps, and route technical defects to the support team.

You won’t write code or access passwords, and you won’t promise product changes. The position emphasizes clear writing, curiosity, and the ability to document issues and escalate where needed.

Qualifications

• Background in office administration or customer service is useful.
• The employer trains beginners on the product, help center, and escalation.
• Curiosity and clear writing matter more than coding.

Responsibilities

• Read assigned online account questions.
• Verify permitted account and feature details.
• Explain current settings and help paths.
• Document a reproducible error for specialists.
• Route payment or plan questions to the owner.
• Track an unresolved case and next action.
• Protect account credentials and private records.

Skills

Customer service

Office administration

Written communication

Curiosity

Job description

Software Account Support Associate

A user of an online service cannot find a setting, update a profile, or understand a published feature. The Software Account Support Associate checks approved help material, walks through routine steps, and routes technical defects to the support team. In this full-time remote role, customer service replies and office administration notes help another agent continue a case. You will not write code, access passwords, or promise that a product change is coming.

Start from the user's screen

Ask which page or action caused trouble. An account permission issue can look like a missing feature; a feature may also be unavailable on the user's current plan. Verify what the permitted account view and current guide show. If a page behaves differently from the published instruction, record the difference for the technical owner. Avoid asking a customer to create a new account before checking the existing one.

Some questions can be solved with a precise online help path. Others require a specialist to reproduce an error. In a handoff, include the user-visible message, approved steps already tried, and the current status. Keep private account information in the proper case system. A clear reply tells the customer what to try now and what the team is investigating.

Routine tasks

• Read assigned online account questions.
• Verify permitted account and feature details.
• Explain current settings and help paths.
• Document a reproducible error for specialists.
• Route payment or plan questions to the owner.
• Track an unresolved case and next action.
• Protect account credentials and private records.

A background in office administration or customer service is useful, though not essential. The employer trains beginners on the product, help center, and escalation. Curiosity and clear writing matter more than coding.

Full-time remote | $31 per hour. A quiet home office or quiet equivalent supports account data. The company will confirm hours.

A feature missing from the menu

A user says the guide mentions a setting they cannot see. Check the current plan and account permissions available to your role. A missing option may be expected, or the page may differ from the approved guide. If the reason is not clear, capture the screen and action in a specialist ticket without copying confidential account data into an open channel. Avoid saying a feature is broken before it has been investigated.

A user may also send several questions at once. Answer the routine navigation part and leave the unresolved issue with a named technical or billing owner. The online case should show what guidance was shared and what the person tried. A generic help-center link rarely resolves a question about a specific screen.

Useful support notes

• Account and feature context within permission.
• The published article and version consulted.
• The user's exact visible screen or error.
• Routine steps already tried safely.
• A specialist team assigned to the remaining issue.
• An update promised to the user.

Training includes the product and escalation path. This job suits a beginner who enjoys learning an online tool and writing clear instructions without pretending to be a developer.

This work can include showing a user how to find their own account history without viewing more information than your role permits. If a user reports that a change failed to save, check the approved steps and capture the error for technical support. Do not ask for a password or tell them to repeat a potentially destructive action without guidance.