Software Support Representative

ProfitSolv Corporation; Atlanta (GA); Remote; USD 52,000 - 64,000; Full time

Benefits offered by this job

401(k) match

Health, dental, and vision coverage

Paid time off and holidays

Fully remote work

Job summary

ProfitSolv is seeking a Software Support Representative to help our growing customer base. You will be the first point of contact for clients via email, phone, and live chat, diagnosing issues and guiding users through solutions in a SaaS environment.

This fully remote role offers a collaborative, high-trust team across the USA, strong growth potential, and benefits including health coverage, 401(k) match, generous PTO, and opportunities for upsell in a dynamic software company that values

Qualifications

• Associate degree or minimum 2 years in software support or customer service.
• Strong technical and analytical skills to diagnose and resolve software issues.
• Excellent communication and interpersonal skills to explain technical concepts clearly.

Responsibilities

• Serve as the primary contact for clients via email, phone, and live chat.
• Diagnose and troubleshoot software issues, guiding clients through solutions or escalation.
• Log and maintain detailed records of client interactions and actions taken on cases.
• Contribute to creating and maintaining knowledge base articles and tutorials.
• Identify patterns in inquiries and provide feedback to product and development teams.

Skills

Technical skills

Analytical skills

Communication skills

Education

Associate degree

Tools

MS Graph

Job description

Join a company that’s quietly powering thousands of businessesBehind every thriving law firm, accounting practice, and healthcare provider is software doing the heavy lifting — and there's a good chance it's ours. ProfitSolv is a fast-growing SaaS company delivering billing, payments, and practice management solutions to the professionals who keep our communities running. Our products are trusted by tens of thousands of firms, and our team is the reason why.We're a company of builders and problem-solvers — around 300 people who care about the craft, back each other up, and celebrate the wins together (sometimes at very nice destinations — ask us about Presidents Club). If you want your work to be visible, valued, and genuinely fun, you'll fit right in.We're hiring a Software Support Representative to help us grow — and to grow with us.The roleAs our Software Support Representative, you'll resolve our clients' software-related inquiries and issues, collaborating closely with cross-functional teams to deliver outstanding support.Serve as the primary point of contact for clients seeking software support through email, phone, and live chatDiagnose and troubleshoot software issues, guiding clients through step-by-step solutions or escalating complex cases as necessaryLog and maintain detailed records of client interactions, inquiries, and actions taken to effectively track and resolve support casesAssist in creating and maintaining support documentation, including knowledge base articles and tutorialsIdentify patterns in client inquiries and provide feedback to product and development teams, and identify upsell or cross-sell opportunitiesYou'll handle confidential information with care, following established security policies and procedures.What makes you a great fitAssociate degree or minimum of 2 years of experience in a software support or customer service role, preferably in a SaaS or technology companyStrong technical and analytical skills, with the ability to diagnose and resolve software-related issuesStrong communication and interpersonal skills, with the ability to articulate technical concepts to non-technical clientsKnowledge of MS Suite including MS GraphDetail-oriented with strong problem-solving and multitasking abilitiesWhat we offerPerformance-based compensation — your results are recognized and rewarded401(k) with company matchComprehensive health, dental, and vision coverage, including HSA and FSA optionsGenerous paid time off and paid holidaysFully remote work — U.S.A collaborative, high-trust team of smart, curious, hardworking peopleAbout ProfitSolvProfitSolv is the SaaS company behind the tools that thousands of law firms, accounting practices, and healthcare providers rely on every day — billing, payments, and practice management software that helps professionals get paid faster and run smarter businesses. We're growing quickly, and we've built a culture to match: smart and curious people , real ownership of your work , leadership that listens , and wins that get celebrated properly . We're fully remote across the US, seriously invested in our people, and just getting started.Physical requirementsThis role involves prolonged periods of sitting at a desk and working on a computer, the ability to lift up to 15 pounds at times, and travel as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.Our commitment to youAt ProfitSolv, we are committed to being a diverse and inclusive workplace as an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. We embrace a diverse group of backgrounds and experiences to connect with clients, solve problems, and innovate.Work location Remote — U.S. only.