About this role

Software Support Representative

Augusta, Maine | Annapolis, Maryland

Travel 0-5%

Process a high volume of incoming customer inquiries promptly and efficiently through unscripted telephone and email conversations
Resolve incoming inquiries regarding login issues, billing issues, technical problems, service questions, and other general concerns
Take detailed notes, document customer contacts quickly, and maintain customer records during and after each customer contact in the Customer Relationship Management system
Understand and determine the cause of problems quickly and apply the appropriate solution
Review and process documents for compliance with established regulations
Manage sensitive information securely and follow company policies and procedures
Demonstrate commitment to customer satisfaction and interact with customers professionally and courteously at all times
Solve technical problems with minimal supervision
Navigate a computer effectively and learn to use and support multiple web-based systems quickly
Provide accurate and complete information to meet customer needs and achieve satisfaction
Work with supervisor to stay updated on product knowledge, company policies, and procedures, and effectively handle changes in any of these areas
Provide timely feedback to the supervisor regarding challenges or customer concerns
Other duties as assigned

High School Diploma and a minimum of one year of customer-facing work experience.
Excellent communication skills, including clear verbal and written abilities.
Strong organizational and prioritization skills.
Ability to multitask in a fast-paced environment to ensure timely follow-through.
Must have excellent problem-solving skills and a keen attention to detail.
Must be self-motivated and demonstrate initiative.
Ability to understand a variety of technologies and platforms.
This position allows both flexible and remote work opportunities with a minimum of 3 in-office days per week.
State-Specific Salary Range Disclosure Requirements
Salary will generally fall between $37,782 - $56,160 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Software Support Representative