Software Platform Support Specialist Hybrid Onsite 3+ Days

Daxko; Birmingham, Northern (AL, KY); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Flexible paid time off

Affordable health, dental, and vision

Monthly fitness reimbursement

401(k) matching

New-Parent Paid Leave

Casual work environments

Hybrid & Remote work

Job summary

Daxko is seeking a customer service representative who helps users navigate our software platforms, answer questions, and troubleshoot issues to provide effective solutions.

Based in our Birmingham, AL office with onsite work 3–5 days per week, you will collaborate with product and engineering teams and document customer interactions.

The ideal candidate has 2+ years in a customer-facing role, strong communication skills, and comfort learning new software while escalating complex cases.

Qualifications

• 2+ years in a customer-facing role (customer support, onboarding, hospitality, retail, or similar).
• Strong written and verbal communication skills.
• Comfort learning and navigating new software systems.
• A problem-solving mindset and willingness to investigate issues before escalating.
• Ability to manage multiple conversations across phone, chat, and email.
• Sound judgment around prioritization and escalation.
• Ability to work an 8-hour shift between 7:00 AM - 7:00 PM CST (Mon-Fri).
• High school diploma or equivalent.

Responsibilities

• Serve as the first point of contact for customer questions via phone, chat, and email.
• Explain product features clearly and confidently to help users navigate the platform.
• Investigate and troubleshoot software issues, identifying root causes.
• Reproduce reported issues and document details to support escalation.
• Share product tips, best practices, and training resources.
• Partner with product/engineering by identifying bugs or recurring challenges.
• Maintain clear records of customer interactions and support cases.
• Stay up to date on product updates and evolving support processes.
• Meet team goals for response times, resolution quality, and CSAT.
• Contribute to team learning and grow as a product expert.

Skills

Customer-facing experience

Communication

Problem-solving

Multitasking

Curiosity to learn

Education

High school diploma

Bachelor's degree

Tools

Salesforce

Zendesk

Job description

Daxko is seeking a customer service representative who helps users navigate our software platforms, answer questions, and troubleshoot issues to provide effective solutions.

Based in our Birmingham, AL office with onsite work 3–5 days per week, you will collaborate with product and engineering teams and document customer interactions.

The ideal candidate has 2+ years in a customer-facing role, strong communication skills, and comfort learning new software while escalating complex cases.