Software Support Specialist

📋 Description

• Respond to customer questions via email, phone, and chat with timely assistance.
• Troubleshoot issues across storefronts, orders, templates, ERP, and inventory.
• Own tickets from inquiry to resolution with clear updates.
• Maintain case notes and escalate when appropriate.
• Collaborate with Product, Engineering, Sales, and Operations to resolve complex issues.
• Identify recurring problems and contribute to improvements.

🎯 Requirements

• 1–3 years in customer support or similar role.
• Strong written and verbal communication for technical/non-technical audiences.
• Analytical/problem-solving abilities to investigate issues and next steps.
• Excellent organization and case-management skills.
• Good judgment on escalation to Product/Engineering or other teams.
• Experience with SaaS, eCommerce, ERP, or ticketing platforms is preferred.

🎁 Benefits

• Salary: $65,000–$75,000 USD annually, based on experience/location.
• Remote work: Fully remote position within the United States.
• Impact: Work on projects that influence customer satisfaction and product adoption.
• Broad product exposure across eCommerce, digital assets, ordering, inventory, ERP, and more.
• Cross-functional collaboration with Product, Engineering, Sales, and Operations.
• Ownership of customer cases end-to-end and opportunities for growth.