Software Support Representative (Virtual, Full-time)

WealthCounsel, LLC; Jersey City (NJ); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading legal software company is seeking a Software Support Representative to provide in-house software support for its members and clients. This remote position offers competitive benefits, including a generous paid time off package and performance-based incentives. Ideal candidates will have experience in help desk support and strong communication skills. Join a collaborative team committed to fostering a positive work environment.

Benefits

Competitive salary package

Generous paid time off

Home internet reimbursement

Gym membership reimbursement

Qualifications

• Experience in Help Desk/Support environment.
• In-depth knowledge of Microsoft O/S and Word.
• Ability to work independently without physical supervision.

Responsibilities

• Diagnose and resolve member software incidents.
• Provide routine and moderately complex software support.
• Manage Support Queue and resolve/close cases timely.

Skills

Help Desk/Support experience

Customer service

Analytical skills

Communication skills

Organization and prioritization

Microsoft O/S knowledge

Mac knowledge

Education

Associates degree or equivalent on-the-job training

Tools

Microsoft Word

Online platforms/cloud environment

Job description

Overview

Company Overview: WealthCounsel brings together the best - the best drafting software and legal tools, the best educators, the best support staff, and the best collegial community - to cultivate the growth and success of its member attorneys and their clients. WealthCounsel was awarded the 2025 Best Place to Work in the Cloud. The Cloud Awards recognizes the latest achievements and innovations in cloud computing. We’re committed to fostering a positive work environment backed by competitive benefits and a culture of collaboration. We are seeking a motivated and driven Software Support Representative to join our team.

Job Summary

A Software Support Representative is responsible for providing in-house proprietary software support to WealthCounsel members and clients. Support may consist of, but is not limited to: software usability questions/issues, installation or update assistance, and Microsoft Word formatting assistance.

Responsibilities

• Diagnose and resolve member software incidents
• Provide routine and moderately complex software support to WealthCounsel members
• Manage Support Queue: Apply needed details associated with the case and resolve/close cases timely
• Escalate complex software support issues to senior personnel as needed
• Maintain a record of open support cases, including a record of member interactions and efficient resolutions
• Provide excellent customer service ensuring a positive and efficient experience by members through phone, chat, email, and screen sharing
• Assist with software testing for all software products and updates
• Work with Member Experience team to address member concerns/issues
• Participate in customer service initiatives
• Attend WealthCounsel events as needed to provide additional software support to members and support relationship-building activities
• Other areas of responsibility may be assigned as needed

Work Environment and Benefits

This is a virtual, full-time position. You will work remotely from your home office, and occasional travel may be required for meetings, trade shows and training.

In addition to your competitive salary package (including base salary and performance-based incentives), medical/dental/vision plan, and matching 401(k), you will also enjoy:

• A generous paid time off package that includes: Paid Time Off (PTO), Holidays (including 2 Floating Holidays), Volunteer Time, Blood Donor Leave, Short Term Disability, Paid Parental Leave and more
• Matching donations for approved charitable organizations
• Home internet and gym membership reimbursement
• Many opportunities to connect with others from your home office and have fun while you work!

Qualifications

• Associates degree or equivalent on the job training
• Experience in Help Desk/Support environment
• Experience with online platforms/cloud environment
• Customer service experience required
• In-depth knowledge of Microsoft O/S and Word
• Strong analytical and communication skills
• Ability to organize and prioritize
• Ability to monitor multiple support channels simultaneously
• Ability to work independently without physical supervision
• Mac knowledge a plus
• Law office experience a plus

Salary

The salary range listed reflects the total on target earnings for this position (base salary plus bonus).

EEO Statement: At WealthCounsel, we are committed to cultivating a culture of inclusion and connectedness. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Come work with us!