Foxit

Senior Customer Support Representative, Level 1

Foxit

full-time

Posted on:

Location Type: Hybrid

Location: Fremont • California • United States

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Salary

💰 $70,000 - $72,000 per year

Job Level

Senior

About the role

  • Provide first-line support: Respond to incoming requests, diagnose issues, and deliver clear, professional resolutions with empathy and urgency.
  • Support onboarding and deployment: Assist with pre- and post-deployment needs to ensure successful implementation, adoption, and integration of Foxit solutions.
  • Troubleshoot and document: Follow structured troubleshooting steps, capture accurate case details, and document solutions to improve consistency and speed to resolution.
  • Build better processes: Develop and refine support methods, procedures, and internal knowledge to strengthen customer outcomes and reduce repeat issues.
  • Partner across teams: Identify patterns in customer issues, escalate critical cases appropriately, and collaborate with Engineering/Product/Support leadership on long-term fixes.
  • Enable user success: Provide guidance, lightweight training, and best practices to help users confidently use Foxit tools and workflows.
  • Use data to improve: Review support trends and feedback to recommend improvements to workflows, tools, and policies that enhance customer experience and operational efficiency.
  • Exercise independent judgment: Make sound decisions that impact process, customer success, and escalation pathways.

Requirements

  • Strong written and verbal communication skills with the ability to explain technical concepts clearly and professionally.
  • Proven ability to manage multiple priorities while applying independent judgment, structured problem solving, and attention to detail.
  • 1–2 years in a technical support, customer support, or technology enablement role (SaaS/software experience a plus).
  • Experience supporting collaboration and synchronous communication tools (voice, video conferencing, chat).
  • Experience supporting web-based platforms and user workflows (e.g., admin configuration, user access, permissions, browser troubleshooting).
  • Demonstrated project coordination or rollout experience (planning, documentation, stakeholder communication).
  • Programming coursework, certifications, or hands-on experience (helpful for troubleshooting and technical comprehension).
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingtechnical supportproblem solvingproject coordinationweb-based platformsadmin configurationuser accesspermissionsbrowser troubleshootingSaaS
Soft Skills
communicationempathyurgencyattention to detailindependent judgmentcollaborationstructured problem solvingcustomer successtrainingprocess improvement
Certifications
programming certifications