ProfitSolv is a SaaS business services provider for the legal and accounting industry. We are looking for a Software Support Representative to join our growing team at CosmoLex and Rocket Matter!

As a Software Support Representative, you will play a vital role in ensuring our clients' success by resolving their software-related inquiries and issues. You will collaborate closely with cross-functional teams to deliver outstanding support and ensure client satisfaction.
 
What we provide:

• Opportunity to Invest in Your Future. We offer a 401K match.

• Paid Time Off. Enjoy paid time off and paid holidays.

• Great Coverage. Take advantage of health, dental, and vision HSA and FSA policies.

• A Great Team. Collaborate with smart, curious, hardworking individuals.

• Performance Compensation. Be rewarded for your hard work with performance-based merits.

• Casual Environment. Be comfortable in our casual dress environment. 

• Hybrid Work. Want to work from home occasionally? No problem! 

As a Software Support Representative, you will: 

• Serve as the primary point of contact for clients seeking software support through various channels, such as email, phone, and live chat.

• Diagnose and troubleshoot software issues, guiding clients through step-by-step solutions or escalating complex cases to higher-level support as necessary. 

• Log and maintain detailed records of client interactions, inquiries, comments, and actions taken to effectively track and resolve support cases.

• Provide exceptional customer service, ensuring timely and accurate client responses and setting appropriate expectations.

• Collaborate with product development and quality assurance teams to identify and report software bugs, helping to improve product functionality.

• Proactively identify opportunities to educate clients about software features and best practices, empowering them to utilize our solutions effectively.

• Assist in creating and maintaining support documentation, including knowledge base articles and tutorials, to enhance client self-service options.

• Stay up-to-date with product updates, industry trends, and best practices to deliver informed and relevant support to clients.

• Identify patterns in client inquiries and provide feedback to the product and development teams to drive continuous product improvements.

• Contribute to a positive team culture, sharing knowledge and best practices with colleagues to improve overall support team performance. 

• Complete other duties as assigned.

This position follows established policies and procedures to keep confidential information secure.

A great fit for this position has:

• Minimum of 2 years of experience in a software support or customer service role, preferably in a SaaS or technology company.

• Strong technical and analytical skills, with the ability to diagnose and resolve software-related issues.

• Excellent communication and interpersonal skills, with the ability to articulate technical concepts to non-technical clients.

• Excellent problem-solving skills is detail-oriented and has multitasking abilities.

• Familiarity with SaaS products and cloud-based technologies.

• Patience and empathy in dealing with clients, ensuring a positive support experience.

• Ability to work collaboratively in a team-oriented environment.

• Experience using customer support software and tools is advantageous.

Our commitment to you: 
 
At ProfitSolv, we are committed to being a diverse and inclusive workplace as an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. We embrace a diverse group of backgrounds and experiences to connect with clients, solve problems and innovate.

This is a full time position