Software Support Specialist

Valsoft Corporation; Northern (KY); Hybrid; USD 65,000 - 75,000; Full time

Job summary

DemandBridge seeks a Software Support Specialist to be the primary contact for customer issues, guiding them from initial inquiry to resolution. You will collaborate with Product, Engineering, and Sales to address complex cases while thriving in a remote, fast-paced SaaS environment.

The role focuses on troubleshooting across storefronts and ERP systems, managing tickets, and maintaining knowledge bases to improve customer experiences.

Qualifications

• 1–3 years in customer support or client services.
• Strong written and verbal communication skills.
• Ability to explain technical information clearly and simply.
• Strong problem-solving skills with the ability to manage multiple open cases.
• Good judgment on when to investigate independently and when to escalate.

Responsibilities

• Respond to customer questions via email, phone, and chat.
• Troubleshoot storefront, order, template, digital asset, ERP, and account issues.
• Assist with account setup, configuration, and user access.
• Manage support tickets from initial contact through resolution.
• Maintain clear case notes and escalate issues when needed.
• Support questions on order, sourcing, inventory, procurement, and fulfillment.
• Identify recurring issues and share patterns with Product and Operations.
• Collaborate with Product, Engineering, and Sales to resolve complex cases.
• Maintain internal knowledge base and customer-facing documentation.

Skills

Customer support

Communication skills

Problem solving

Multitasking

Explain technical info clearly

Tools

SQL basics

AI tools

Ticketing platforms

Job description

About DemandBridge

DemandBridge provides marketing automation, eCommerce, brand management, and business operations software for distributors, agencies, and enterprise marketing teams. Our platform suite helps customers manage everything from branded storefronts and digital assets to ordering, inventory, sourcing, and fulfillment in one connected environment.

DemandBridge is part of Fluent Software Group (a Valsoft Corporation operating group), a global acquirer and operator of vertical market software businesses. We focus on specialized industries where expertise creates lasting advantages.

The Opportunity

We’re looking for a Software Support Specialist to be a key point of contact for DemandBridge customers, helping them troubleshoot issues and get the most from our software. You’ll own customer questions from first response through resolution while working closely with Product, Engineering, and other teams when more complex support is needed.

Location: Remote

The salary range for this role is $65,000-$75,000 USD per year. Final compensation will be determined based on experience, skills, and location.

What You’ll Own

Customer Support & Troubleshooting

• Respond to customer questions through email, phone, and chat
• Troubleshoot storefront, order, template, digital asset, ERP, and account issues
• Support customers with account setup, configuration, and user access

Case Management & Resolution

• Manage support tickets from initial contact through resolution
• Maintain clear and accurate case notes and es­calate issues when needed
• Support order, sourcing, inventory, procurement, and fulfillment questions

Documentation & Continuous Improvement

• Identify recurring issues and share patterns with Product and Operations
• Work with Product, Engineering, and Sales to resolve complex cases
• Maintain internal knowledge-base and customer‑facing support documentation

What We’re Looking For

• 1-3 years of customer support, client services, or similar experience
• Strong written and verbal communication skills
• Ability to explain technical information clearly and simply
• Strong problem‑solving skills and ability to manage multiple open cases
• Good judgment around when to investigate independently and when to scale

Strongly Preferred

• Experience with SaaS, eCommerce, ERP, marketing technology, or support ticketing platforms
• Familiarity with digital asset management, order management, inventory, or integrations
• Basic SQL or data‑querying skills
• Experience using AI tools to support customer communication, research, or documentation

Why DemandBridge?

• Visible impact: Join a small team where your work directly affects the customer experience
• Broad exposure: Support customers across several products and business workflows
• Close collaboration: Work directly with Product, Engineering, Sales, and Operations to solve customer problems
• Meaningful ownership: Take responsibility for cases from the first question through to resolution

Join Us

Join DemandBridge and play a hands‑on role in helping our customers solve problems, work more effectively, and get more value from the software they rely on.

We use AI‑powered tools (including transcription and automated note‑taking) during portions of our interview process to support a consistent and thorough candidate experience. Candidates who require alternative accommodation may request it at any stage of the recruitment process.

Fluent Software Group is committed to building diverse, equitable, and inclusive teams. We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation or any other protected characteristic.

#DemandBridge