# Software Support Specialist

**Company:** [Storable](https://hotfix.jobs/companies/storable)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $40k – $45k/yr
**Experience:** 2+ years
**Skills:** CRM, AWS, DNS, Windows, chrome, firefox, safari, internet explorer, network administration, Troubleshooting, customer service
**Posted:** 2026-07-31

> Provide phone and email technical support for self-storage software products. Troubleshoot issues, manage incidents in CRM, escalate complex cases, and deliver exceptional customer service while maintaining knowledge base.

## Job Description

## What you'll do

### Incident Handling
- Primarily communicate on the phone with clients to understand their questions and/or concerns and register incidents received via phone in the CRM system
- Secondarily manage a small amount of email cases daily that are assigned to you and call the customer to resolve if needed
- Classify incidents based on severity and priority
- Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents
- Investigate and resolve incidents with no known solution
- Collaborate with other team members to assist them with resolution of incidents
- Contribute and update our Knowledge Base and Communities
- Accept and retain ownership of requests, provide regular updates to support and/or customers on the status of each request and manage aging of assigned requests
- Ensure service level standards are achieved (as defined by the Technical Support management team)
- Handle interruptions well and move between tasks with ease while still meeting deadlines

### Incident Escalation
- Troubleshoot technical issues with clients using learned product knowledge and support processes
- Collaborate with Senior or Principle Support Engineers on complex cases when appropriate
- Replicate and log reported bugs in bug tracking system
- Escalate cases to Escalation or R&D Engineers when required
- Possess an intermediate understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries
- Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer.

### Customer Care
- Attend virtual and classroom based training classes
- Complete certifications for company products
- Complete training for complementary 3rd party products
- Use appropriate discretion in handling critical client calls and escalating calls to management
- Perform each duty above with our customers' satisfaction as your number one priority.
- Assist in training new Technical Support team members
- Contribute new content to the Support Knowledge base
- Work shift rotation to cover evenings, public holidays and weekends

## What You’ll Need
- Bachelor’s degree in Business Applications, Computer Science, or a related field is desired
- Computer/IT Certification a plus (or equivalent years of work experience)
- At least 2 years of product support experience, preferably in a support analyst or technical support position preferred
- Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
- Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
- Excellent knowledge of customer service principles and practices with previous customer service experience
- Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures
- Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment
- A positive, professional, solution-oriented, enthusiastic and team-oriented attitude
- Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
- Ability to follow department processes and procedures
- Experience utilizing CRM systems

## Bonus Points
- Advanced Website knowledge, DNS + AWS backend experience
- Intermediate desktop OS knowledge, understanding file paths on a local PC
- Experience using remote tools to troubleshoot
- Basic knowledge of how businesses reconcile payments and revenue
- Intermediate network communication, network security, network administration and wireless networking knowledge
- Understanding of payment processing, troubleshooting EMV devices
- Proficiency supporting multiple versions of Windows
- Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari

## Similar roles

- [Installation Specialist - Bilingual](https://hotfix.jobs/jobs/b9ccc93e-0cf0-4bac-afca-502965ee605c) - SpotOn - Kansas City, MO - $42k – $52k/yr
- [Customer Support Specialist I (Behavioral Health)](https://hotfix.jobs/jobs/fb8c961d-a9dd-4926-a886-2c9ced7becb5) - PracticeTek - Remote - $44k – $48k/yr
- [Training & Support Consultant](https://hotfix.jobs/jobs/3da173f0-af18-4438-8678-614db0ccf90b) - Storable - Remote - $45k – $60k/yr
- [Customer Support Specialist, Contractor Hub](https://hotfix.jobs/jobs/d8faa48d-c921-4465-8a91-21cbb976ba0c) - Rippling - Remote - $46k – $49k/yr
- [Integrations Support Specialist II](https://hotfix.jobs/jobs/b9a0af64-4a14-462a-b604-6337cb1950e6) - ZoomInfo - Vancouver, WA - $48k – $76k/yr

**Apply:** https://hotfix.jobs/jobs/3aa7b03a-ec3f-412f-90d8-a73ac3343254
**Canonical:** https://hotfix.jobs/jobs/3aa7b03a-ec3f-412f-90d8-a73ac3343254