Software Support Analyst

FORM

Provide customer and technical support across multiple communication channels for FORM. Troubleshoot product issues and deliver a professional support experience to users.

Posted 5/11/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $55,000 - $58,900 per yearWebsite

About the role

Key responsibilities & impact

Provide timely and professional support through email, chat, phone, and ticketing systems.
Troubleshoot common product, account, and workflow-related issues for customers and internal users.
Accurately document customer interactions, troubleshooting steps, and resolutions.
Escalate unresolved, urgent, or complex issues to senior team members when appropriate.
Manage assigned ticket queues and ensure timely follow-up and case resolution.
Support multiple products, communication channels, and operational needs based on business priorities.
Maintain quality, productivity, and customer service standards across all assigned work.
Build and maintain knowledge of supported products, tools, and workflows through ongoing training and coaching.
Communicate clearly and professionally with customers, teammates, and leadership.
Collaborate with team members to support daily operations, knowledge sharing, and continuous improvement efforts.

Requirements

What you’ll need

1+ years of experience in customer support, technical support, SaaS support, retail service, or a related field preferred.
Strong written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Comfortable learning new tools, systems, and processes quickly.
Strong customer service mindset with attention to detail and problem-solving skills.
Professional, reliable, coachable, and team-oriented approach to work.

Benefits

Comp & perks

Generous medical, dental, and vision insurance coverage.
Company-paid life and disability insurance.
401(k) retirement plan available.
Paid parental leave.
Flexible vacation policy – take the time you need when you need it.
Company-provided work equipment.
Opportunities for internal growth and career development.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingdocumentationticketing systemscustomer supporttechnical supportSaaS supportproblem-solvingworkflow managementquality assuranceproduct knowledge

Soft Skills

communicationcustomer serviceattention to detailteam-orientedreliabilitycoachabletime managementcollaborationadaptabilityprofessionalism