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Software Support Specialist

2 hours, 39 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 24

Description

  • Handle Tier 1 and Tier 2 software support requests through portal, 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.
  • Participate in after-hours on-call support rotations.
  • Serve as a subject matter expert for 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 communicate them to management.
  • Meet performance targets for client satisfaction, response time, resolution time, and quality.
  • Mentor new team members, support Level 1 agents, and contribute to special projects.

Requirements

  • 1+ year of computer, technical, or call-center client service 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.
  • Proven collaboration and process-improvement skills.
  • Experience using AI tools such as ChatGPT, Microsoft Copilot, or Claude for productivity and workflow improvement.
  • Preferred: 1 year of technical support experience plus 1 year in B2B software support.
  • Preferred: Knowledge of APIs, EDI, XML, flat files, AS2, SFTP, and HTTP protocols.
  • Preferred: Rithum platform experience, remote-work experience, or a relevant bachelor’s degree; travel up to 10%.

Benefits

  • Base salary of $45,000–$70,000 per year with a discretionary 10% bonus.
  • Medical, dental, and vision coverage with company HSA contributions starting on Day 1.
  • 6% 401(k) match.
  • Paid time off, 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 monthly 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 activities, and charitable contribution matching.

Interested in this position?

Apply directly on the company website

Apply Now

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