# Software Support Specialist

**Company:** [Storable](https://hotfix.jobs/companies/storable)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $40k – $55k/yr
**Experience:** 2+ years
**Skills:** CRM, Salesforce, Google Workspace, google docs, Google Sheets, gmail, HTML, DNS, godaddy, technical troubleshooting
**Posted:** 2026-08-10

> Provides phone- and email-based technical support for software customers by investigating incidents, troubleshooting complex issues, documenting cases, and escalating when needed. Requires at least two years of product support experience, strong communication skills, CRM experience, and customer-service expertise.

## Job Description

## Responsibilities

### Incident Handling
- Communicate primarily by phone with clients to understand questions and concerns and register incidents in the CRM system.
- Manage assigned email cases and make outbound calls when needed to resolve issues.
- Use knowledge-base articles and reference materials to resolve incidents.
- Investigate and resolve incidents without known solutions.
- Collaborate with team members on incident resolution.
- Follow standard processes and procedures.
- Retain ownership of requests, provide status updates, and manage aging assigned requests.
- Meet service-level standards defined by Technical Support management.
- Handle interruptions and move between tasks while meeting deadlines.
- Participate in an after-hours rotation.

### Incident Escalation
- Troubleshoot technical issues with clients using product knowledge and support processes.
- Maintain an intermediate understanding of assigned products, including system changes and updates.
- Escalate complex inquiries with complete documentation and relevant details.

### Customer Care
- Contribute content to the Support Knowledge Base.
- Complete training for complementary third-party products.
- Use discretion when handling critical client calls and escalate to management when appropriate.
- Prioritize customer satisfaction in all duties.

## Requirements
- At least 2 years of phone-based product support experience in a customer support or technical support role preferred.
- Excellent verbal and written interpersonal communication skills.
- Strong phone skills, active listening, and effective questioning techniques.
- Strong knowledge of customer service principles and practices.
- Ability to resolve escalated technical issues through problem identification, solution development, and step-by-step troubleshooting.
- Thorough knowledge of relevant software applications and computer equipment.
- Positive, professional, solution-oriented, motivated, enthusiastic, and team-oriented attitude.
- Ability to handle interruptions and change tasks while meeting deadlines.
- Ability to follow departmental processes and procedures.
- Experience using CRM systems.
- Familiarity with Google Workspace applications, including Google Docs, Google Sheets, and Gmail.
- High-speed internet access.

## Nice-to-Haves
- Bachelor's degree in Business Applications, Computer Science, or a related field.
- Salesforce experience.
- Familiarity with HTML and domain DNS settings, including GoDaddy.

## Schedule
- Monday–Friday: 11:00 a.m.–8:00 p.m. EST.
- Saturday: 9:00 a.m.–6:00 p.m. EST.
- Sunday and one additional day off.
- Six-week training period, Monday–Friday, 11:00 a.m.–8:00 p.m. EST.

## Compensation
- Annual salary: $40,000–$55,000.

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