Software Support Representative - Late Shift
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. Make an Impact That Matters 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. 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
- Bachelor’s degree preferred
- 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
Benefits
- Paid time off and volunteer days
- Matching gifts program
- Parental and military leave
- 401(k) with employer match and profit sharing
- Medical, prescription, vision, and dental coverage
- Pre-tax dependent coverage and voluntary benefits
- Short-term disability
- Employee Assistance and Wellness Programs
- Competitive base salary
- Quarterly incentive bonuses
- Monthly profit-sharing bonus
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
101-250 employees
