Overview
Technical Support Representative (Late Shift) Jobs in Fort Washington, PA at SofterWare, Inc.
Title: Technical Support Representative (Late Shift)
Company: SofterWare, Inc.
Location: Fort Washington, PA
Vacancy NameTechnical Support Representative (Late Shift) Vacancy NoVN320 Employment TypeFull Time LocationRemote Job Details
About SofterWare
SofterWare is a dynamic, established company that builds multiple software-as-a-service (SaaS) products for clients whose dedication to bettering the world brings meaning to the work we do every day. Thousands of nonprofit organizations look to DonorPerfect software to effectively leverage their donor data, launch impactful fundraising campaigns, and grow the community that supports their cause.
Life at SofterWare
When You Join SofterWare, You Will
See the positive impact of your work by helping causes you care about.
Be part of a company culture that values work-life balance and giving back to local organizations together as a team.
Work for a company that has been named a Top Workplace in the Philadelphia region 9 times and made the Inc. 5000- list for the fastest-growing private companies 8 times in the last decade.
Your Role as a Technical Support Representative
The Technical Support Representative is an important part of our contact center team who will provide technical assistance to our clients who use our software solutions. They assist clients by phone, email and chat with ‘how to’ questions empowering them to use our products with confidence and work with them to resolve any technical issues that may arise.
Key Responsibilities
Answer client questions in a friendly and enthusiastic way through phone, chat, and email
Provide accurate notes of all interactions with customers so that there is a record of the answers provided and actions taken
Listen to customers with empathy and capture their feedback about our products so that we can continually incorporate client feedback into our product roadmap
Own customer issues with a desire to see them fully resolved as quickly as possible
Participate in ongoing product and process training in order to maintain up-to-date knowledge to better serve and delight clients
Be available to work various shifts during our support hours so that our clients can receive friendly assistance at all points during that time
Adhere to our team’s defined Support Principles which are essential to this job
Hours for this role: 11:30am-8pm EST
Key Requirements
Provide exceptional customer service by anticipating needs, and exhibiting patience and empathy
Exhibiting curiosity about the cause of reported issues complemented by the interest and ability to resolve them
Strong ability to diagnose problems and provide solutions
Excellent oral and written communication skills
Ability to adapt your message and communication style to clients with varying skill levels
Ability to learn and assimilate information quickly
Self Driven with strong work ethic and desire to do your fair share
Bachelor’s degree or 2+ years of customer service experience
Experience with training, teaching or instructing is a plus
Familiarity with a relational database applications is helpful but not required
This position is only available for W2 Employees. Please note that in order to be a W2 Employee, you must reside in one of the following states: PA, NJ, NH, DE, CO, SD, TX, WY, AK, FL or Canada.
