Software Support Agent

Sales Match; City of Syracuse (NY); Remote; USD 60,000 - 81,000; Full time

Benefits offered by this job

Remote work

Onboarding & training

Regular check-ins

Skill development

Health & benefits

Job summary

Sales Match is hiring a Software Support Agent. This fully remote, desk-based role supports software users, resolving login and software issues through step-by-step guidance. The agent collaborates with senior specialists within a technical support team and works from home in New York, United States, with a 40-hour weekly commitment. Shifts may vary.

The role emphasizes clear communication, ticket accuracy, and escalation when needed, ensuring user problems are resolved efficiently.

Qualifications

• High school diploma or equivalent.
• Basic understanding of desktop operating systems, web browsers, and application settings.
• Familiarity with Freshdesk or similar support platforms.

Responsibilities

• Receive tickets via queue and email, organized in Freshdesk.
• Confirm OS, browser, error message, and impact before troubleshooting.
• Review ticket history and articles to avoid repeated steps.
• Guide users through account access steps and settings.
• Reproduce problems using approved test procedures.
• Document symptoms and steps in the ticket for handoff to another agent.
• Explain next steps in plain language and verify results with user.
• Escalate unresolved or out-of-scope issues to senior specialists.
• Follow up on tickets and confirm resolution.
• Maintain thorough ticket notes and timely responses.

Skills

Clear communication

Troubleshooting steps following

Remote work setup

Education

High school diploma

Tools

Freshdesk

Job description

Job Title: Software Support Agent

Monthly Pay: $5,416 - $7,283 USD per month

Summary:

Login difficulties, software error messages, browser issues, and questions about application settings make up the daily work. The Software Support Agent helps users restore normal access and understand software features through clear, step-by-step assistance. This position sits within the technical support team, works under a technical support team lead, and collaborates with users and senior support specialists. The position is fully remote and desk-based, allowing you to work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive software support requests through an assigned ticket queue and email, using a support platform such as Freshdesk to organize incoming questions and updates.


• Confirm the affected application, device operating system, browser version, error message, and business impact before selecting the appropriate troubleshooting steps for each request.


• Review existing ticket history and approved support articles to understand previous attempts, avoid repeated instructions, and identify known issues affecting the reported software behavior.


• Guide users through approved account access steps, browser checks, application settings, and basic software installation checks without requesting passwords or other sensitive credentials.


• Reproduce reported problems when possible using approved test procedures, distinguishing user setup questions from recurring application errors that need further technical investigation.


• Record symptoms, checks performed, user responses, and results in the support ticket so another team member can continue assistance without restarting the investigation.


• Explain recommended next steps in plain language, checking that users understand the instructions and can confirm whether the application is working as expected.


• Escalate unresolved errors, recurring access failures, or issues outside approved troubleshooting guidance to senior support specialists, including relevant findings and the attempted steps.


• Follow up on pending tickets when users provide requested details or specialists return guidance, then confirm the outcome before marking the request resolved.


• Meet quality expectations through accurate troubleshooting, timely responses, complete ticket notes, appropriate escalation, and consistent follow-up; discuss recurring gaps with the technical support team lead.

Qualifications:

• High school diploma or equivalent.


• No experience required; related software support, help desk, or customer assistance experience preferred.


• Basic understanding of desktop operating systems, web browsers, application settings, and common software access issues.


• Familiarity with a support platform such as Freshdesk preferred, including ticket updates, request categorization, and searching previous support interactions.


• Ability to follow troubleshooting instructions carefully, compare reported symptoms with guidance, and recognize when additional assistance is needed.


• Clear written and verbal communication, with patience when explaining unfamiliar technical steps to users with different levels of software knowledge.


• A reliable computer, high-speed internet, and a quiet private workspace suitable for remote support conversations and focused ticket work.


• Availability for the 40-hour weekly commitment and agreed working days and shift times.


• Authorization to work in the United States.

Perks & Benefits:

• Fully remote, desk-based work from home supporting software users through established digital channels.


• Structured onboarding and training on approved troubleshooting procedures and a support platform such as Freshdesk.


• Regular check-ins with the technical support team lead to review questions, ticket quality, and development needs.


• Opportunities to build application support, technical documentation, remote troubleshooting, and user communication skills through practical daily work.


• Health coverage, paid leave, a 401(k), maternity leave, and stipends.