Technical Support Representative (Late Shift)

SofterWare, Inc.; Fort Washington (PA); Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player seeks a Technical Support Representative to join their remote team. This entry-level position offers a unique opportunity to make a positive impact by assisting clients with software solutions. You will engage with customers through various channels, providing exceptional service and resolving technical issues. The company prides itself on a supportive culture that values work-life balance and community involvement. If you are a quick learner with a passion for helping others, this role is perfect for you.

Qualifications

• Provide exceptional customer service with patience and empathy.
• Strong problem diagnosis and solution skills are essential.

Responsibilities

• Answer client questions via phone, chat, and email.
• Take ownership of customer issues to resolve them promptly.

Skills

Customer Service

Problem Diagnosis

Communication Skills

Adaptability

Curiosity

Education

Bachelor's Degree

2+ Years of Customer Service Experience

Tools

Relational Databases

Job description

Technical Support Representative (Late Shift)

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Vacancy Details

Position: Technical Support Representative (Late Shift)

Vacancy No: VN332

Employment Type: Full Time

Location: Remote

About SofterWare

SofterWare is a dynamic, established company that builds multiple software-as-a-service (SaaS) products for clients dedicated to making a positive impact in the world. Our DonorPerfect software helps nonprofit organizations leverage donor data, launch fundraising campaigns, and grow their communities.

Life at SofterWare

• See the positive impact of your work by helping causes you care about.
• Enjoy a company culture that values work-life balance and community involvement.
• Recognized as a Top Workplace in the Philadelphia region 9 times and on the Inc. 5000 list for 8 years.

Your Role as a Technical Support Representative

You will be a vital part of our contact center team, providing technical assistance to clients using our software. Your support will include phone, email, and chat interactions to help clients confidently use our products and resolve technical issues.

Key Responsibilities

• Answer client questions in a friendly manner via phone, chat, and email.
• Maintain accurate notes of all customer interactions.
• Listen empathetically to customer feedback to help improve our products.
• Take ownership of customer issues to resolve them promptly.
• Participate in ongoing training to stay current with product knowledge.
• Work various shifts within support hours to ensure client assistance at all times.
• Follow team support principles essential to the role.

Key Requirements

• Provide exceptional customer service with patience and empathy.
• Curiosity about resolving reported issues.
• Strong problem diagnosis and solution skills.
• Excellent communication skills, both oral and written.
• Ability to adapt communication style to different clients.
• Quick learner with the ability to assimilate information rapidly.
• Self-motivated with a strong work ethic.
• Bachelor's degree or 2+ years of customer service experience.
• Experience in training or teaching is a plus.
• Familiarity with relational databases is helpful but not required.

This position is available for W2 Employees residing in PA, NJ, NH, DE, CO, SD, TX, WY, AK, FL, or Canada.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and Consulting