Software Support Representative

SofterWare•Fort Washington, PA

31d•$47,000 - $55,000•Remote

About The Position

This position is only available for W2 Employees. Please note that to be a W2 Employee, you must reside in one of the following states: PA, NJ, NH, DE, CO, SD, TX, WY, AK, or FL. Are you passionate about helping nonprofits grow their impact? Join SofterWare, a mission-driven technology company empowering thousands of organizations to change the world through innovation, data, and connection. About SofterWare Repeatedly recognized as a Philadelphia Inquirer Top Workplace, SofterWare builds innovative software-as-a-service (SaaS) products that empower nonprofits to thrive. Over 10,000 organizations use our flagship product, DonorPerfect, to leverage donor data, launch impactful fundraising campaigns, and strengthen the communities they serve. Why you will love working at SofterWare: Contribute to a mission-driven organization dedicated to empowering nonprofits — where your work directly helps meaningful causes and makes a real difference in the world. Enjoy a remote-first, flexible work environment that supports your well-being and balance. Be part of a company culture that values collaboration, learning, inclusion, and giving back together as a team. Engage with vibrant employee groups like Diversity & Inclusion, SofterWare Women’s Network, SofterWare Wellness, and SofterWare Gives Back, our volunteer and community service initiative. Build meaningful relationships in a remote-first environment — from lively Slack channels that connect teammates with shared interests to virtual events that strengthen our sense of community Your Role as a Software Support Representative: The Software Support Representative is a vital part of our contact center team, assisting clients who use our software solutions. They assist clients by phone, email, and chat with ‘how-to’ questions, empowering them to use our products with confidence and work with them to resolve any technical issues that may arise.

Requirements

Provide exceptional customer service by anticipating needs, and exhibiting patience and empathy
Exhibiting curiosity about the cause of reported issues complemented by the interest and ability to resolve them
Strong ability to diagnose problems and provide solutions
Excellent oral and written communication skills
Ability to adapt your message and communication style to clients with varying skill levels
Ability to learn and assimilate information quickly
Self Driven with strong work ethic and desire to do your fair share
2+ years of customer service experience

Nice To Haves

Experience with training, teaching, or instructing is a plus
Familiarity with relational database applications preferred

Responsibilities

Answer client questions in a friendly and enthusiastic way through phone, chat, and email
Provide accurate notes of all interactions with customers so that there is a record of the answers provided and actions taken
Listen to customers with empathy and capture their feedback about our products so that we can continually incorporate client feedback into our product roadmap
Own customer issues with a desire to see them fully resolved as quickly as possible
Participate in ongoing product and process training in order to maintain up-to-date knowledge to better serve and delight clients
Be available to work various shifts during our support hours so that our clients can receive friendly assistance at all points during that time.
Adhere to our team’s defined Support Principles which are essential to this job