Software Support Specialist
Endurance IT Services•Richmond, VA
3d•Remote
About The Position
We're seeking a proactive and tech‑savvy Software Success Coordinator for a non-profit! This will support internal teams in adopting and optimizing third‑party software tools. This role focuses on improving user experience, driving efficiency, and helping the organization achieve meaningful cost-savings. This job is REMOTE for candidates in the Eastern Time Zone!
Requirements
- 5+ years in customer service, technical support, or similar roles
- Bachelor’s degree or equivalent experience
- Experience with AI tools or processes
- Strong Microsoft Office skills, especially Excel
- Familiarity with ITSM platforms (FreshService, ServiceNow, Jira, etc.)
- Proficiency with Windows and Apple systems
- Excellent communication, organization, and remote-work skills
- Ability to manage multiple projects independently and confidentially
- Willingness to travel
Responsibilities
- Research, evaluate, and recommend software tools that meet team needs
- Onboard new services and guide users toward successful adoption
- Build strong relationships with internal users through regular check-ins
- Provide product support and manage incident tickets, escalating when needed
- Track usage and feedback to identify improvement or consolidation opportunities
- Collaborate with IT and other support teams as a liaison
- Develop training materials, documentation, and knowledge resources
- Help teams implement and maintain AI tools and workflows
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
