Software Support Specialist

Rithum

. Handle inbound Tier 1 and Tier 2 software support requests through the portal, email, telephone, and chat .

Posted 9/18/2026full-timeRemote • United StatesJunior💰 $45,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client support and issue resolution, leveraging ticketing software and AI tools to enhance productivity and client satisfaction. Proven ability to mentor team members and contribute to process improvements while maintaining high performance standards.

Highest-signal resume keywords

Client Service ExperienceTicketing Software ProficiencyAI Tools UtilizationProcess Improvement SkillsExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Ticketing SoftwareCRM SoftwareWindows Computing EnvironmentMS OfficeProcess Improvement

Soft Skills

Interpersonal SkillsProblem-Solving SkillsOrganizational SkillsMultitasking AbilityWritten Communication Skills

Tools & Technologies

ChatGPTMicrosoft CopilotClaude

Industry Keywords

Tier 1 SupportTier 2 SupportClient SatisfactionKnowledge Base ManagementOn-Call Support

About the role

Key responsibilities & impact

Handle inbound Tier 1 and Tier 2 software support requests through the portal, email, telephone, and chat
Send proactive outbound communications regarding file or communication failures
Document client issues and actions taken using ticketing software
Create and escalate support requests to Engineering for Tier 1, 2, or 3 issues
Participate in the on-call rotation for after-hours support coverage
Demonstrate in-depth understanding of one or more Rithum platforms
Serve as a subject matter expert in a specific area when applicable
Create and maintain internal knowledge base articles and support resources
Identify and communicate emerging trends to management based on ticket patterns and client feedback
Meet or exceed performance goals for client satisfaction, response time, issue resolution, and quality
Support client satisfaction through analysis and outreach
Participate in workload management processes
Contribute to special projects
Mentor or coach new team members and support Level 1 agents with training gaps and escalation guidance
Leverage AI, data, and scalable processes to improve productivity, innovation, and outcomes

Requirements

What you’ll need

1+ years computer/technical/call center client service experience
Excellent written and verbal English communication skills
Interpersonal and problem-solving skills
Ability to organize work and multitask
Ability to write clearly, concisely, and in an organized manner with appropriate detail
Experience with Windows computing environment and MS Office
Proven process improvement skills
Reliable Internet access
Prior experience with ticketing and CRM software
Experience using AI tools such as ChatGPT, Microsoft Copilot, or Claude for research, communication, analysis, documentation, automation, workflow optimization, and decision-making
Bachelor’s degree in an applicable discipline or related field preferred

Benefits

Comp & perks

Discretionary bonus of 10% of annual base salary
Medical, dental and vision benefits with affordable health care plans and company HSA contributions, starting on Day 1
6% 401(k) match
20 days Paid Time Off
9 Company-Paid holidays
2 paid floating holidays
7 paid sick days
2 Wellness days
1 Paid Volunteer Day
PTO increases to 22 days after 3 years of service and 25 days after 5 years
12 weeks primary caregiver leave
4 weeks secondary caregiver leave
Accident, critical illness, and hospital indemnity insurance
Pet insurance
Legal assistance and identity theft insurance plans
Life insurance at 2x salary
Calm app access
Employee Assistance Program
$65/month remote work stipend for internet
Culture and team-building activities
Tuition assistance
Career development opportunities
Charitable contribution match up to $250 per year
Remote-first working conditions
Comprehensive benefits and wellness plans
Up to 10% travel requirement