Software Support Specialist

Rithum

. Handle inbound Tier 1 and 2 software support requests through 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 through effective communication, problem-solving, and ticketing software management. Proficient in leveraging AI tools to enhance productivity and improve client satisfaction.

Highest-signal resume keywords

Client Service ExperienceTicketing Software ProficiencyAI Tools UtilizationWindows Computing EnvironmentProcess Improvement Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticketing SoftwareCRM SoftwareAI ToolsWindows Computing EnvironmentMS Office

Soft Skills

Written CommunicationVerbal CommunicationInterpersonal SkillsProblem-Solving SkillsOrganizational Skills

Tools & Technologies

ChatGPTMicrosoft CopilotClaude

Industry Keywords

Tier 1 SupportTier 2 SupportClient SatisfactionKnowledge BaseWorkload Management

About the role

Key responsibilities & impact

Handle inbound Tier 1 and 2 software support requests through 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 Tier 1, 2, or 3 support requests to Engineering
Participate in the after-hours on-call rotation
Demonstrate in-depth understanding of one or more Rithum platforms and serve as a subject matter expert 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 and escalation guidance
Leverage AI, data, and scalable processes to improve productivity, decision-making, automation, and outcomes

Requirements

What you’ll need

1+ years computer/technical/call center client service experience
Excellent written and verbal English communication, interpersonal, and problem-solving skills
Ability to organize work and multi-task
Ability to write clearly, concisely, and in an organized manner with appropriate detail
Experience with Windows computing environment and MS Office
Effective collaboration and 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
Up to 10% travel required

Benefits

Comp & perks

Discretionary bonus of 10% of annual base salary
Medical, dental and vision benefits with company HSA contributions, starting on Day 1
6% 401(k) match
20 days of 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 at 3 years of service and 25 days at 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 2x salary
Access to the Calm app and 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