Software Support Representative

Embrace Software Inc

Software Support Representative delivering first-level support for banking software to financial institutions. Collaborating with teams to troubleshoot issues while ensuring client satisfaction through effective communication.

Posted 5/19/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Provide first-level support for banking software to financial institution customers, including issue resolution and troubleshooting.
Configure and train clients on software modules and provide applications.
Participate in help desk activities, handling daily support inquiries via phone, email, or remote tools.
Travel to customer sites for installations, upgrades, and training sessions as needed.
Participate in after-hours support rotation once proficient in product functionality.
Work closely with internal teams such as QA, Development, and IT to identify and resolve complex issues.
Document support procedures and client-specific configuration steps.
Maintain accurate records of all customer interactions using internal call tracking/reporting systems.
Keep instructional materials and customer-facing documentation current and relevant.
Communicate status updates and key customer concerns to management.
Maintain a positive and professional demeanor with both customers and coworkers.
Ensure timely submission of project updates and travel/expense reports.
Actively pursue opportunities for skill development and knowledge expansion through hands-on involvement in field installations and software upgrades.

Requirements

What you’ll need

Associate degree in a related field, or Equivalent combination of education, training, and experience sufficient to perform the essential functions of the job.
Experience with SQL, help desk environments, or financial institution software is a plus.
Working knowledge of Windows operating systems and internet browsers.
Familiarity with internet protocols and general networking concepts.
Ability to communicate clearly and professionally, both verbally and in writing.
Strong customer service and interpersonal skills.
Excellent organizational and self-management abilities.
Able to work independently and collaboratively to resolve issues.
Willingness to travel and participate in on-call rotation as needed.

Benefits

Comp & perks

Competitive base salary.
Comprehensive benefits package (medical, dental, 401(k), etc.).
Remote work flexibility with travel to client sites as needed.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLbanking softwaretroubleshootingconfigurationhelp desk supportWindows operating systemsinternet protocolsnetworking concepts

Soft Skills

customer serviceinterpersonal skillsorganizational skillsself-managementcommunication skillscollaborationprofessional demeanor

Certifications

Associate degree