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Software Support Specialist

5 hours, 18 minutes ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
HTTP SFTP XML
Apply Now
Rithum

Rithum

End to End E Commerce Solutions for Brands & Retailers | Rithum CommerceHub and ChannelAdvisor are now united as Rithum. We empower top brands, suppliers, and retailers with durable, profitable e commerce solutions. Rithum is the hottest place for free...

Internet Software & Services
$13M raised
View All Jobs 30

Description

  • Handle inbound software support requests through portal, email, telephone, and chat.
  • Send proactive communications about file or communication failures.
  • Document client issues, troubleshooting steps, and resolutions in ticketing software.
  • Create and escalate Tier 1–3 issues to Engineering.
  • Participate in after-hours on-call support rotations.
  • Serve as a subject matter expert on one or more Rithum platforms.
  • Create and maintain internal knowledge-base articles and support resources.
  • Identify support trends from ticket patterns and client feedback and report them to management.
  • Monitor service metrics, support client satisfaction efforts, and participate in workload management and special projects.
  • Mentor new team members and support Level 1 agents with training and escalation guidance.

Requirements

  • 1+ year of technical support experience and 1+ year of B2B software support experience.
  • Excellent written and verbal English communication, interpersonal, and problem-solving skills.
  • Ability to organize work, multitask, and write clear, concise documentation.
  • Experience with Windows, Microsoft Office, ticketing systems, and CRM software.
  • Proven collaboration and process-improvement skills.
  • Reliable internet access.
  • Experience using AI tools such as ChatGPT, Microsoft Copilot, or Claude for research, communication, analysis, documentation, automation, workflow optimization, or decision-making.
  • Knowledge of APIs, EDI, XML, flat files, AS2, SFTP, and HTTP protocols preferred.
  • Experience with Rithum platforms and remote work preferred.
  • Bachelor’s degree in a related field preferred; willingness to travel up to 10%.

Benefits

  • Base salary of $45,000–$70,000 annually.
  • Discretionary 10% bonus for non-sales roles.
  • Medical, dental, and vision insurance with company HSA contributions starting on Day 1.
  • 6% 401(k) match.
  • Paid time off, company holidays, sick days, wellness days, and a volunteer day.
  • 12 weeks of primary caregiver leave and 4 weeks of secondary caregiver leave.
  • Remote-first work with a $65/month internet stipend.
  • Tuition assistance, career development opportunities, wellness resources, and Employee Assistance Program.
  • Life, accident, critical illness, hospital indemnity, pet, legal assistance, and identity theft insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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