Technical Support Representative (Late Shift)

Job description

This position is only available for W-2 employees. Please note that to be a W-2 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. 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 Technical Support Representative: The Technical Support Representative provides friendly, expert support to clients using our software. In this role, you’ll respond to questions and technical issues via phone, email, and chat, investigate and troubleshoot concerns, and walk customers through tasks to help them reach their goals. You’ll keep thorough case notes, work with internal teams when an issue needs escalation or deeper review, and capture feedback that helps improve the customer experience. This position is specifically scheduled to support late shift coverage and helps ensure clients receive timely, professional assistance during later support hours. Key Responsibilities : Client Support : Provide friendly and professional technical assistance to clients via phone, chat, and email, addressing “how-to” and product usage needs. Issue Diagnosis : Troubleshoot reported issues by gathering details, isolating the root cause, and providing clear, effective resolution steps. Case Management : Manage assigned cases through to resolution, including prioritization, follow-up, and timely closure. Documentation : Maintain accurate and thorough case notes for all interactions, including issue details, troubleshooting performed, and outcomes. Escalation Management : Escalate defects, outages, and complex issues using established processes and provide complete context for efficient handoff. Knowledge Contribution : Utilize and contribute to internal knowledge resources to improve consistency and reduce repeat issues. Training Participation : Participate in ongoing product, process, and tool training to maintain current knowledge and improve service quality. Data Stewardship : Follow policies and best practices for customer verification, privacy, and secure handling of customer information in all support interactions. Shift Coverage : Be available to work various shifts during published support hours to ensure clients can receive timely, professional assistance throughout coverage windows. Support Principles : Adhere to the team’s defined Support Principles and apply them consistently in daily work and customer interactions. Additional Duties: Perform other duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Key Requirements : Strong customer service skills: Demonstrates patience, empathy, and professionalism. Effective troubleshooting skills: Able to investigate issues and determine next steps. Excellent written and verbal communication: Able to explain concepts to users with varying skill levels and document clearly and accurately. Adaptability: Learns new systems and workflows quickly and adjusts effectively as processes and products evolve. Strong organization and prioritization skills: Able to manage multiple tasks in a fast-paced environment. Reliable teammate: Consistently follows through, supports team workload, and uses sound judgment on when to ask for help or escalate. Schedule reliability: Able to consistently work the assigned late shift schedule and support team coverage needs. Hours: Monday through Friday, 10:30 am - 7 pm EST Education and Experience: 2+ years of customer-facing experience in customer service, technical support, or a related role Bachelor’s degree preferred Experience training, teaching, coaching, or presenting information to others is a plus Familiarity with relational databases and basic reporting concepts (e.g., querying/filtering data) preferred Compensation We believe great work deserves great rewards — and that when SofterWare succeeds, our team members should share in that success. This full-time, remote position offers a total compensation range of $45,000–$50,000 USD, depending on your experience and skills. Our compensation package is designed to recognize your contributions, reward outstanding performance, and support your long-term growth. Total Compensation includes: Competitive base salary Quarterly incentive bonuses Monthly profit-sharing bonus Benefits We’re proud to offer a comprehensive and competitive benefits package, including: 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 SofterWare is proud to be an Equal Opportunity Employer. We make employment decisions based on merit, qualifications, and business needs. We do not discriminate based on race, color, citizenship status, national origin, ancestry, gender, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, pregnancy, or any other characteristic protected by law. SofterWare is committed to providing reasonable accommodations for individuals with disabilities and fostering an inclusive, supportive workplace where everyone can thrive. Join Us Ready to make an impact with a team that empowers nonprofits every day? Apply now and help us build a better world through technology and compassion.