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Software Support Specialist

1 hour, 1 minute 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 17

Description

  • Handle inbound software support requests through portals, email, telephone, and chat.
  • Send proactive client communications about file or communication failures.
  • Document client issues, actions, and resolutions in ticketing software.
  • Create and escalate Tier 1–3 issues to Engineering as needed.
  • Participate in the after-hours on-call rotation.
  • Develop platform expertise and serve as a subject matter expert in an assigned area.
  • Create and maintain internal knowledge-base articles and support resources.
  • Identify support trends from ticket patterns and client feedback and communicate them to management.
  • Monitor performance metrics, support client satisfaction initiatives, and participate in workload management.
  • Mentor new team members, support Level 1 agents, and contribute to special projects.

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 clearly and concisely.
  • Experience with Windows, Microsoft Office, ticketing software, and CRM systems.
  • Reliable internet access.
  • Strong collaboration and process-improvement abilities.
  • Experience using AI tools such as ChatGPT, Microsoft Copilot, or Claude to improve productivity and workflows.
  • Knowledge of APIs, EDI, XML, flat files, AS2, SFTP, or HTTP protocols preferred.
  • Experience with Rithum platforms and remote work preferred.
  • Bachelor’s degree in a related discipline preferred; willingness to travel up to 10%.

Benefits

  • Base salary of $45,000–$70,000 per year plus a discretionary 10% bonus.
  • Medical, dental, and vision coverage with company HSA contributions beginning on Day 1.
  • 6% 401(k) match.
  • Paid time off, company holidays, sick days, wellness days, and a paid volunteer day.
  • 12 weeks of primary caregiver leave and 4 weeks of secondary caregiver leave.
  • Remote-first work with a $65/month internet stipend.
  • Life, accident, critical illness, hospital indemnity, pet, legal assistance, and identity theft insurance.
  • Calm app, Employee Assistance Program, tuition assistance, career development, team-building activities, and charitable contribution matching.

Interested in this position?

Apply directly on the company website

Apply Now

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