Software Support Specialist

🔥 13 minutes ago

🇺🇸 United States – Remote

💵 $45k - $70k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 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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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 or escalate Tier 1, 2, or 3 support requests to Engineering • Participate in the after-hours on-call rotation • Demonstrate in-depth knowledge of one or more Rithum platforms and potentially serve as a subject matter expert • Create and maintain internal knowledge base articles and support resources • Identify and communicate emerging trends from ticket patterns and client feedback • Meet or exceed client satisfaction, response-time, issue-resolution, and quality-scorecard goals • Support client satisfaction through analysis and outreach • Participate in workload management and special projects • Mentor and coach new team members and support Level 1 agents with training and escalation guidance • Leverage AI, data, and scalable processes to improve productivity, decision-making, automation, and outcomes

🎯 Requirements

• 1+ year of tech support experience plus 1+ year of working in a B2B software support role • Excellent written and verbal English communication, 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 • Knowledge of APIs, EDI, XML, flat files, AS2, SFTP, and HTTP communication protocols preferred • Experience using Rithum platforms preferred • Prior remote work experience preferred • Bachelor’s degree in an applicable or related field preferred

🏖️ Benefits

• Medical, dental and vision benefits with 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 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 equal to 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 • Discretionary bonus of 10% of annual base salary • Remote-first working conditions • Industry-competitive compensation and total rewards benefits