Technical Support Representative

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $55k - $60k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SofterWare, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

🤝 Non-profit

📚 Education

SaaS • Non-profit • Education

SofterWare, Inc. is a software company that builds and supports mission-focused, user-friendly applications—primarily cloud/SaaS products—for nonprofits, educational institutions, and childcare programs. Since 1981 it has developed fundraising software (DonorPerfect) and related payments technology to reduce administrative work and help organizations do good by being affordable, reliable, and easy to use. The company emphasizes social good, supporting nonprofits and schools with tools for fundraising, management, and payments.

📋 Description

• Provide friendly and professional technical assistance via phone, chat, and email • Address how-to questions and product usage needs • Troubleshoot issues by gathering details, isolating root causes, and providing resolution steps • Manage assigned cases through prioritization, follow-up, resolution, and timely closure • Maintain accurate and thorough case notes • Escalate defects, outages, and complex issues with complete context • Use and contribute to internal knowledge resources • Participate in ongoing product, process, and tool training • Follow customer verification, privacy, and secure information-handling policies • Adhere to defined Support Principles • Perform other duties as assigned

🎯 Requirements

• Candidates must reside in Canada and be legally authorized to work there • 2+ years of customer-facing experience in customer service, technical support, or a related role • Strong customer service skills, including patience, empathy, and professionalism • Effective troubleshooting skills • Excellent written and verbal communication skills • Ability to explain concepts to users with varying skill levels and document clearly and accurately • Ability to learn new systems and workflows quickly and adapt as processes and products evolve • Strong organization and prioritization skills • Ability to manage multiple tasks in a fast-paced environment • Reliable follow-through, teamwork, sound judgment, and appropriate escalation • Experience training, teaching, coaching, or presenting information to others is a plus • Familiarity with relational databases and basic reporting concepts, such as querying/filtering data, preferred • Bachelor’s degree preferred • Availability to work various shifts during published support hours

🏖️ Benefits

• Remote-first, flexible work environment • Employee groups including Diversity & Inclusion, SofterWare Women’s Network, SofterWare Wellness, and SofterWare Gives Back • Virtual events and remote community-building activities • Quarterly incentive bonuses • Monthly profit-sharing bonus • Paid time off and volunteer days • Group Insurance through Sun Life • Simplified Pension Fund • Annual Wellness Equipment Reimbursement • Professional Development and Education Assistance • Matching gifts program • Employee Assistance and Wellness Programs