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Responsibilities: Provide remote customer support and training on software to end users, business partners, and internal teams Support customers via phone, email, CRM/ticketing systems, and remote sessions Troubleshoot software issues by following documented procedures and workflows Clearly document troubleshooting steps, resolutions, and customer communication within the ticketing system Research issues using internal knowledge bases, documentation, and collaboration tools before escalating Escalate issues appropriately with complete summaries, relevant context, and steps already taken Guide customers through software features, workflows, and best practices in a clear and professional manner Assist with onboarding and training customers on new software functionality Identify recurring issues and contribute improvements to internal documentation and knowledge articles Collaborate effectively with Customer Care, Development, Training, and Sales teams Assist with basic technical troubleshooting involving Windows environments, connectivity, client/server applications, and cloud-based systems Participate in continuous learning and stay current on software updates, workflows, and industry knowledge Other duties as assigned Success in This Role: Strong attention to detail and ability to follow documented procedures consistently Ability to learn new software systems quickly and adapt to changing processes Excellent listening, communication, and customer service skills Strong ownership mentality and follow-through Ability to organize, prioritize, and manage multiple support tickets effectively Comfortable asking questions, seeking clarification, and collaborating with teammates Ability to explain technical concepts to non-technical users Strong written communication and documentation skills Curious, coachable, and committed to continuous improvement

Qualifications: The requirements listed below are representative of the knowledge, skills, and/or abilities required for this position. Education and/or

Experience: High school diploma or equivalent 3+ years' experience supporting software users, customers, students, or internal teams Strong written and verbal communication skills Experience working with CRM, help desk, or ticketing systems Ability to learn technical workflows and follow established procedures accurately Strong organizational and time management skills

Preferred Qualifications: Experience in customer support, SaaS support, training, education, implementation, or technical support roles Experience creating documentation, training materials, or knowledge base articles Familiarity with remote support tools (Log MeIn, Microsoft Teams, Team Viewer, etc.)Basic understanding of networking, VPN connectivity, Windows permissions, or client/server environmentsSQL or database experience is a plus, but not required Experience supporting ERP, construction, manufacturing, or specialty industry software is helpful

Physical Demands: Physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the functions of this position, the employee is frequently required to sit, stand, walk, stoop and kneel; use hands, reach with hands and arms; communicate clearly and effectively. The employee may also be frequently required to lift up to 10 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. The noise level in the office environment is low and consistent with most offices.