Support Specialist

Our Mission
:
Help retail & service companies streamline and grow their business. We are a growing software company delivering business management software to the Pool, Hot Tub, and Hearth industries.

• Serve as the primary support contact for clients, providing troubleshooting, problem resolution, and ensuring clients can fully utilize our software.
• Manage support cases via phone and email using our case management system.
• Document solutions, create knowledge base articles, and share best practices with the team.
• Collaborate with cross‑functional teams (Support Lead, Client Success) to triage complex issues.
• Identify potential upsell or migration opportunities (e.g., Evosus Legacy to LOU) and coordinate follow‑up.
• Maintain client documentation and track support metrics to meet SLAs.

• Monitor assigned cases in queue and process them according to priority and service level agreements.
• Identify and verify client‑reported problems, troubleshoot application issues, or triage to higher‑level support.
• Use general accounting terms and processes to respond to accounting‑related queries.
• Track and document client support inquiries and related activities in an internal system.
• Qualify and complete training and consulting opportunities described by clients.
• Act as a subject‑matter expert, demonstrating deep knowledge of the product and related business processes.
• Communicate technical concepts clearly, both verbally and in writing, to individuals with varied technical backgrounds.

• Relationship Building
• Customer Orientation
• Results Orientation
• Active Listening
• Assertiveness
• Team Player
• Problem Solving
• Decision Making
• Industry Knowledge

• Minimum 2 years of customer‑support experience, preferably in a software company.
• Relevant or transferable knowledge from the retail, service, or construction business sectors.
• Advanced computer skills.

• Associate’s degree in a related field, or an additional 2 years of professional experience.
• Minimum 2 years of business‑operation experience in retail or service management.
• Experience with specialty retail or field service businesses.
• Familiarity with Salesforce Service Cloud.

• Full‑time, Monday‑through‑Friday schedule with flexible remote or office options.
• Hourly compensation: $24.04 – $27.88 per hour, commensurate with qualifications.
• Coffee and snacks available at the office.
• 120 hours of PTO annually, accrued each pay period.
• 10 paid holidays.
• 100% employer‑paid medical, dental, and vision benefits.
• Flexible spending account.
• 401(k) with 100% employer match up to 4% of gross salary.
• Hybrid work environment.
• Potlucks and wellness reimbursement.
• Positive, supportive team environment.

Evosus is an Equal Opportunity Employer. Evosus participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories.