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Job Details: Technical Support Representative (late shift)

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Technical Support Representative (late shift)
Full Time

About SofterWare

SofterWare is a dynamic, established company that builds multiple software-as-a-service (SaaS) products for clients whose dedication to bettering the world brings meaning to the work we do every day. Thousands of nonprofit organizations look to DonorPerfect software to effectively leverage their donor data, launch impactful fundraising campaigns, and grow the community that supports their cause. 

Life at SofterWare 

When you join SofterWare, you will: 

  • See the positive impact of your work by helping causes you care about.
  • Be part of a company culture that values work-life balance and giving back to local organizations together as a team.

  • Work for a company that has been named a Top Workplace in the Philadelphia region 9 times and made the Inc. 5000- list for the fastest-growing private companies 8 times in the last decade.

Your Role as a Technical Support Representative

The Technical Support Representative is an important part of our contact center team who will provide technical assistance to our clients who use our software solutions. They assist clients by phone, email and chat with 'how to' questions empowering them to use our products with confidence and work with them to resolve any technical issues that may arise.

Key Responsibilities:
  • Answer client questions in a friendly and enthusiastic way through phone, chat, and email
  • Provide accurate notes of all interactions with customers so that there is a record of the answers provided and actions taken
  • Listen to customers with empathy and capture their feedback about our products so that we can continually incorporate client feedback into our product roadmap
  • Own customer issues with a desire to see them fully resolved as quickly as possible 
  • Participate in ongoing product and process training in order to maintain up-to-date knowledge to better serve and delight clients
  • Be available to work various shifts during our support hours so that our clients can receive friendly assistance at all points during that time 
  • Adhere to our team's defined Support Principles which are essential to this job
  • Hours for this role: 11:30am-8pm EST
Key Requirements:
  • Provide exceptional customer service by anticipating needs, and exhibiting patience and empathy 
  • Exhibiting curiosity about the cause of reported issues complemented by the interest and ability to resolve them 
  • Strong ability to diagnose problems and provide solutions 
  • Excellent oral and written communication skills 
  • Ability to adapt your message and communication style to clients with varying skill levels 
  • Ability to learn and assimilate information quickly 
  • Self Driven with strong work ethic and desire to do your fair share
  • Bachelor's degree or 2+ years of customer service experience
  • Experience with training, teaching or instructing is a plus 
  • Familiarity with a relational database applications is helpful but not required
This position is only available for W2 Employees. Please note that in order to be a W2 Employee, you must reside in one of the following states: PA, NJ, NH, DE, CO, SD, TX, WY, AK, FL or Canada.