Software Support Specialist

As a Software Support Specialist, you play a crucial role in providing accurate and timely support to our clients. You will provide support by addressing inbound software queries through various channels such as portal, email, telephone, and chat.

Your responsibilities include:

• Promptly responding to clients’ requests,
• Accurately documenting issues and resolutions, and
• Proactively identifying trends for management attention.

You use your knowledge and expertise to mentor/coach new team members and assist Level 1 associates. This position may require working specific scheduled shifts to ensure global support coverage.

At Rithum, all team members are expected to leverage AI to work smarter, accelerate decision-making, automate repeatable work, and improve outcomes. You are encouraged to continuously identify opportunities to apply AI, data, and scalable processes to enhance productivity, drive innovation, and deliver greater value for our clients, partners, and teams while maintaining appropriate judgment, quality, security, and compliance.

Responsibilities

Client Support Delivery

• Handle inbound software support requests through various channels, including the portal, email, telephone, and chat. (Tier 1 and 2 support)
• Send proactive outbound communications to clients regarding file or communication failures.
• Accurately document client issues and all actions taken (both internal and external) using ticketing software.
• Create and/or escalate support requests to Engineering for Tier 1, 2, or 3 issues.
• Participate in the on-call rotation for after-hours support coverage.

Platform Expertise & Knowledge Management

• Demonstrate an in-depth understanding of one or more Rithum platforms; may serve as a subject matter expert (SME) in a specific area of expertise.
• Create and maintain internal knowledge base articles and other support resources.
• Identify and communicate emerging trends to management based on ticket patterns and client feedback.

Performance & Client Satisfaction

• Consistently meet or exceed departmental and individual performance goals, including metrics such as client satisfaction, initial response time, issue resolution, and quality scorecard results.
• Support client satisfaction efforts through analysis and outreach.
• Participate in workload management processes.
• Contribute to special projects as assigned.

Team Enablement

• Act as a peer mentor or coach to new team members; support Level 1 agents with training gaps and escalation guidance.