Software Support Specialist
Skills
Software As A ServiceAsset ManagementTrainingContinuous ImprovementCustomer ExperienceMarketingSales
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 1 to 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 on when to investigate independently and when to escalate
Nice to have
- SaaS experience
- eCommerce experience
- ERP familiarity
- Marketing tech background
- Support ticketing experience
- Digital asset management
- Order management knowledge
- Basic SQL skills
- AI tool familiarity
Day to day
- Respond to customer questions through email phone and chat while troubleshooting storefront order template digital asset ERP and account issues
- Manage support tickets from initial contact through resolution with clear case notes and timely escalation when needed
- Work closely with Product Engineering Sales and Operations to resolve complex issues improve documentation and identify recurring support patterns