Software Support Representative

Profitsolv; West Palm Beach (FL); Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

401K match

Paid time off

Health/dental/vision coverage

Casual environment

Hybrid work

Performance-based merits

Great team

Job summary

ProfitSolv is seeking a Software Support Representative in West Palm Beach to resolve client software inquiries and issues. You will work with cross-functional teams to deliver outstanding support and client satisfaction.

The role emphasizes diagnosing technical problems, maintaining case records, and contributing to knowledge resources, with potential for hybrid work and involvement in upsell opportunities.

Qualifications

• Associate degree or 2+ years in software support or SaaS/customer service.
• Strong technical and analytical skills to diagnose software issues.
• Excellent communication to explain technical concepts to users.
• Experience with MS Office and CRM software tools.

Responsibilities

• Serve as the primary contact for clients seeking software support via email or phone.
• Diagnose and troubleshoot software issues, guiding users or escalating as needed.
• Log and maintain detailed records of client interactions for case tracking.
• Help create and maintain support docs and self-service resources.
• Identify patterns and relay feedback to product teams to improve the product.
• Assist in upsell/cross-sell opportunities and coordinate with sales when needed.

Skills

Technical skills

Communication skills

Analytical skills

CRM systems

Customer support software

Education

Associate degree or 2+ years experience

Tools

MS Graph

Job description

Job DetailsJob Location: Office West Palm FL PSP - West Palm Beach, FL 33401ProfitSolv is a SaaS business services provider for the legal and accounting industry We are looking for a Software Support Representative to join our growing team!

The primary function of this position is to resolve our client's software-related inquiries and issues. As a Software Support Representative, you will collaborate closely with cross-functional teams to deliver outstanding support and ensure client satisfaction.

What we provide

• Opportunity to Invest in Your Future. We offer a 401K match.
• Paid Time Off. Enjoy paid time off and paid holidays.
• Great Coverage. Take advantage of health, dental, and vision HSA and FSA policies.
• A Great Team. Collaborate with smart, curious, hardworking individuals.
• Performance Compensation. Be rewarded for your hard work with performance-based merits.
• Casual Environment. Be comfortable in our casual dress environment.
• Hybrid Work. Want to work from home occasionally? No problem!

As a Software Support Representative, you will:

• Serve as the primary point of contact for clients seeking software support through various channels, such as email and phone.
• Diagnose and troubleshoot software issues, guiding clients through step-by-step solutions or escalating complex cases to higher-level support as necessary.
• Log and maintain detailed records of client interactions, inquiries, comments, and actions taken to effectively track and resolve support cases.
• Assist in creating and maintaining support documentation, including knowledge base articles and tutorials, to enhance client self-service options.
• Identify patterns in client inquiries and provide feedback to the product and development teams to drive continuous product improvements.
• Identify a need for upselling or cross-selling payments or other add on products and forwarding client information to appropriate sales contact.
• Complete other duties as assigned.

This position follows established policies and procedures to keep confidential information secure.

A great fit for this position has:

• Associate degree or minimum of 2 years of experience in a software support or customer service role, preferably in a SaaS or technology company.
• Strong technical and analytical skills, with the ability to diagnose and resolve software-related issues.
• Strong communication and interpersonal skills, with the ability to articulate technical concepts to non-technical clients.
• Knowledge of MS Suite including MS Graph.
• Strong problem-solving skills, multitasking abilities, and is detail oriented.
• Experience with SaaS, cloud and/or Tech Firms is a plus.
• Patience and empathy in dealing with clients, ensuring a positive support experience.
• Ability to work collaboratively in a team-oriented environment.
• Experience using customer support software, CRM systems and software company tools is advantageous.

Additional desirable qualifications:

• Strong time management skills
• Strong initiative and sound decision-making ability
• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Ability to travel as needed

Our commitment to you:

At 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.