Software Support Specialist

🕒 September 18

🇺🇸 United States – Remote

💵 $45k - $70k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Rithum

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1997

🛍️ eCommerce

📣 Marketing

🤖 Artificial Intelligence

eCommerce • Marketing • Artificial Intelligence

Rithum is a comprehensive e-commerce platform designed to empower brands, retailers, and suppliers to effectively launch and scale their businesses. Offering a variety of solutions including multichannel marketing, fulfillment management, and AI-driven supplier discovery, Rithum helps users optimize their online presence and streamline operations across a vast network of marketplaces. With a focus on flexibility and efficiency, Rithum aims to transform commerce by creating profitable and engaging shopping experiences.

📋 Description

• Handle inbound Tier 1 and Tier 2 software support requests through the 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 support requests to Engineering for Tier 1, 2, or 3 issues • Participate in the on-call rotation for after-hours support coverage • Demonstrate in-depth understanding of one or more Rithum platforms • Serve as a subject matter expert in a specific area 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 gaps and escalation guidance • Leverage AI, data, and scalable processes to improve productivity, innovation, and outcomes

🎯 Requirements

• 1+ years computer/technical/call center client service experience • Excellent written and verbal English communication skills • Interpersonal and problem-solving skills • Ability to organize work and multitask • Ability to write clearly, concisely, and in an organized manner with appropriate detail • Experience with Windows computing environment and MS Office • 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 • Bachelor’s degree in an applicable discipline or related field preferred

🏖️ Benefits

• Discretionary bonus of 10% of annual base salary • Medical, dental and vision benefits with affordable health care plans and company HSA contributions, starting on Day 1 • 6% 401(k) match • 20 days 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 after 3 years of service and 25 days after 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 at 2x salary • Calm app access • 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 • Up to 10% travel requirement