Software Support Specialist

Rithum

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

Posted 10/6/2026full-timeRemote • United StatesJuniorMid-Level💰 $45,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Tier 1 and Tier 2 software support, with a strong focus on client satisfaction and effective communication. Proficient in utilizing AI tools and ticketing software to enhance productivity and streamline support processes.

Highest-signal resume keywords

Tech Support ExperienceB2B Software SupportTicketing Software ProficiencyAI Tools UtilizationRithum Platforms Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementWindows Computing EnvironmentAPIsEDIXMLFlat FilesAS2SFTPHTTP Communication ProtocolsDocumentation Skills

Soft Skills

Excellent CommunicationInterpersonal SkillsProblem-Solving SkillsOrganizational SkillsMultitasking Ability

Tools & Technologies

MS OfficeTicketing SoftwareCRM SoftwareChatGPTMicrosoft CopilotClaude

Industry Keywords

Client SatisfactionSupport ResourcesKnowledge Base ArticlesWorkload ManagementRemote Work Experience

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 or escalate Tier 1, 2, or 3 support requests to Engineering
Participate in the after-hours on-call rotation
Demonstrate in-depth knowledge of one or more Rithum platforms and potentially serve as a subject matter expert
Create and maintain internal knowledge base articles and support resources
Identify and communicate emerging trends from ticket patterns and client feedback
Meet or exceed client satisfaction, response-time, issue-resolution, and quality-scorecard goals
Support client satisfaction through analysis and outreach
Participate in workload management and special projects
Mentor and coach new team members and support Level 1 agents with training and escalation guidance
Leverage AI, data, and scalable processes to improve productivity, decision-making, automation, and outcomes

Requirements

What you’ll need

1+ year of tech support experience plus 1+ year of working in a B2B software support role
Excellent written and verbal English communication, 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
Knowledge of APIs, EDI, XML, flat files, AS2, SFTP, and HTTP communication protocols preferred
Experience using Rithum platforms preferred
Prior remote work experience preferred
Bachelor’s degree in an applicable or related field preferred

Benefits

Comp & perks

Medical, dental and vision benefits with 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 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 equal to 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
Discretionary bonus of 10% of annual base salary
Remote-first working conditions
Industry-competitive compensation and total rewards benefits