SureCost is hiring a
Software Support Specialist, Remote - Worldwide

Summary

The Software Support Specialist will provide high-quality software support via inbound customer calls and email inquiries, analyze problems, research solutions, and maintain knowledge of software updates and enhancements. They will also contribute to internal knowledge bases and proactively reach out to existing accounts. The role requires 3+ years of software/application support experience, clear communication skills, organization, time management skills, and the ability to thrive in a fast-paced environment.

Requirements

• 3+ years of software/application support experience
• Clear and concise communication and documentation style
• Ability to break down, analyze and solve complex problems
• Organization and time management skills a MUST
• Must be self-directed and thrive in a fast-paced environment with minimal direction
• Excellent written and verbal communication skills

Responsibilities

• Provide SureCost end users with the highest quality software support via inbound customer calls and email inquiries
• Analyze problems, research solutions using available resources, and provide solid answers easily understood by customers
• Follow standard support procedures and processes to ensure all customer communication is fully documented in the support ticketing system in a timely manner
• Triage, prioritize and troubleshoot various customer queries to identify and escalate situations requiring urgent attention and redirect problems to correct resource as needed
• Successfully manage a backlog of pending tickets and follow up with customers to ensure complete and timely resolution of issues
• Formulate and test alternative or unique solutions to help customers achieve their goals
• Proactively reach out to existing accounts to check-in and promote knowledge of other services
• Identify and report bugs and software requests and inform management of recurring problems
• Contribute to internal knowledge base for current and new team members and provide content for customer help center articles
• On a rotating basis (one week a month), share weekend and nightly on-call for emergency support situations

Preferred Qualifications

• SaaS and/or B2B experience
• Healthcare or pharmaceutical industry experience
• HubSpot experience

Benefits

• Fully Remote
• Unlimited PTO (Highly suggested 3-week minimum)
• Flex Hours
• 100% healthcare premiums covered for employees
• 70% healthcare premiums covered for dependents
• Low cost-to-employee vision and dental
• Automatic 3% employer addition to 401k
• 12 weeks of fully paid Parental Leave
• Technology stipend to cover the equipment you need to set up your home office
• Professional development reimbursement