Software Support Specialist

100% Remote

We build software products and websites for publishers. This position is primarily responsible for handling and resolving our clients’ incoming support cases, providing direct assistance or gaining resolution through our talented team. This is a full-time position.

Job duties include:

• Perform tier 1 triage on support tickets

• Manage support tickets through our online customer support portal

• Escalate/reassign issues to other team members as needed

• Effectively work with clients and other team members, including Product, Project Management, and Engineering

• Assists with the testing of software updates

• Attend scrum team ceremonies and assist with sprint prioritization

• Technical debugging of product or website issues reported by clients

Qualifications:

• Excellent written and verbal communication skills

• Demonstrated experience in customer service and support roles

• Technical knowledge for basic debugging and troubleshooting

• Demonstrated experience using AI

Strongly Preferred:

• Content Management System experience including working with and troubleshooting websites

• Experience in Agile SDLC

• Experience using SQL to query and analyze data

• Knowledge of website performance indicators and advertising systems
  
  

ePublishing drives revenue, improves productivity, and increases engagement for publishers and media companies. Mission-critical, tech-forward publishing software and services empower a wide range of business models to leverage new and diversified income streams and lower costs.