Software Support Representative

Position Summary

We are seeking a knowledgeable and customer-oriented Software Support Representative to provide exceptional support for our suite of products. In this role, you will assist clients with technical issues, troubleshoot software problems, and ensure they are using the software efficiently to meet our customers' needs. Your expertise will help clients solve complex problems, offer guidance, and ensure a smooth user experience while also maintaining a high level of customer satisfaction.

• Provide technical support to clients using payroll and accounting software, addressing issues via phone, email, or web.
• Troubleshoot and resolve software-related problems, ensuring clients can efficiently process their daily tasks such as estimating, payroll, accounting functions, etc. and resolve discrepancies.
• Guide clients through software updates, enhancements, and new features.
• Collaborate with internal departments to resolve system issues, reporting issues, and to report any technical issues clients are experiencing.
• Maintain expertise in the different software platforms, new modules, and any relevant industry changes.
• Educate clients on best practices for using our products' features effectively.
• Track client issues using call-center software and ensure accurate and timely documentation of all support cases.
• Track and manage support tickets to ensure timely resolution and follow-up with clients as necessary.
• Adhere to all department and company standard operating procedures and project a professional and positive image as a company representative.
• Stay up to date with changes in the industry, as well as software updates.
• Approximate 3-4 hours on the phone.
• Perform other duties as assigned.

• 1+ years of experience in software support
• Payroll processing or estimating experience or involvement is a plus.
• Strong understanding of payroll processes, accounting principles, and related software functionalities.
• Experience working with customer service or technical support teams in a SaaS or software environment is preferred.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users in a clear and concise manner.
• Strong problem-solving skills with the ability to troubleshoot complex issues independently while following established protocols.
• Proficient in using Microsoft Outlook, Word, and Excel; familiarity with Salesforce or other CRM software is a plus.
• Superior organizational skills and the ability to manage multiple support tickets simultaneously while prioritizing tasks effectively.
• Ability to maintain detailed, accurate, and timely records.
• Basic math skills.
• Knowledge of the construction industry is a plus.
• Ability to work well as part of a team and independently as needed.