Software Support Representative

Talentoma; Pennsylvania; A distancia; USD 52.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Descripción de la vacante

Talentoma is seeking a Software Support Representative for a fully remote position in the United States. The role involves answering software questions by phone, email, and tickets, and guiding customers through steps to resolve issues.

Working within the technical support team, you will use Freshservice to track and escalate issues, with a 40-hour weekly commitment. Pennsylvania-based remote work is supported from home. Training and onboarding are provided.

Formación

• No experience required; related experience in answering software questions or customer support is a plus.
• Ability to learn an IT help desk tool such as Freshservice.
• Clear written and verbal communication; explain technical steps in plain language.
• Authorized to work in the United States and able to work remotely from home.
• Reliable, quiet home workspace with stable internet.

Responsabilidades

• Answer software questions by phone, email, and tickets; explain next steps and updates to customers.
• Open and update tickets in Freshservice with current status and messages.
• Explain approved steps for common issues and ensure instructions match the customer’s version.
• Refer to documentation and approved articles before guiding the customer, verifying version compatibility.
• Record issue details, attempted steps, results, and remaining questions for teammates.
• Identify potential defects and escalate to software specialists through proper channels.
• Escalate unresolved issues and explain customer impact and needed assistance.
• Follow up on updates, confirm task continuation, and close tickets with a clear resolution.
• Maintain high quality with accurate explanations and timely follow-up; use feedback to improve.

Conocimientos

Customer support

Communication

Remote work

IT help desk learning

US work authorization

Educación

High school diploma or equivalent

Herramientas

Freshservice

Descripción del empleo

Job Title: Software Support Representative

Monthly Pay: $4,696 - $7,125 USD per month

Summary

This role answers software questions by phone, email, and support tickets. Clear explanations help customers use application features and get past common errors. The position sits within the technical support team and works under a technical support team lead. It works with customers, support colleagues, and software specialists to explain next steps and share updates. This contract position is fully remote and offers work from home in Pennsylvania, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Receive customer questions through the support queue, phone, and email, then identify the software feature involved and the assistance requested.
• Open and update tickets in an IT help desk such as Freshservice, keeping customer messages and current status together.
• Explain approved steps for common application issues, including sign-in difficulties, software installation questions, configuration settings, and features that are not responding.
• Refer to software documentation and approved support articles before giving instructions, and check that explanations match the customer's application version.
• Record the reported issue, steps already attempted, observed results, and any remaining questions so another support colleague can understand the situation.
• Identify possible software defects from customer descriptions and send reproducible examples to software specialists through the established escalation route.
• Escalate unresolved issues or unclear instructions to the technical support team lead, explaining the customer impact and assistance still needed.
• Follow up when an update becomes available, confirm whether the customer can continue their task, and close tickets with a clear resolution summary.
• Maintain quality through accurate explanations, timely responses, complete notes, and dependable follow-up; use feedback from ticket reviews to improve future conversations.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience answering software questions, assisting application users, or providing customer support is preferred.
• Ability to learn an IT help desk such as Freshservice and keep issue details, status updates, and customer correspondence organized.
• Ability to follow approved software installation and configuration instructions, explain them clearly, and avoid changes outside the support team's instructions.
• Clear spoken and written communication, including the ability to describe technical steps in plain language and confirm customer understanding.
• Careful reading and note-taking, with sound judgment about when to ask a colleague for help rather than guess at an answer.
• A reliable computer, high-speed internet, and quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home with desk-based customer conversations and software support tasks.
• Structured onboarding and training on an IT help desk such as Freshservice, support procedures, and approved software guidance.
• Regular check-ins with the technical support team lead to review questions, ticket feedback, and learning progress.
• Build application support, issue tracking, software documentation, and clear technical explanation skills through everyday customer interactions.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.