Customer Support Advisor

Jonas Software

part-time

Posted on: 1/6/2026

Location Type: Remote

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💰 $18 per hour

About the role

Provide timely, accurate support to customers via phone and email, resolving inquiries and troubleshooting software issues.
Manage support queues and contribute to consistent call and email coverage.
Prioritize and resolve support tickets based on urgency, customer impact, and service-level expectations.
Ensure all customer interactions are handled with professionalism, empathy, and clear communication.
Support escalated customer concerns, including following established escalation paths and documenting actions taken.
Mentor and assist fellow support representatives by sharing knowledge, best practices, and troubleshooting insights.
Maintain accurate and complete case documentation within support systems.
Manage schedule adherence—including breaks and assigned coverage periods—to maintain team efficiency.
Follow internal processes, communication guidelines, and workflow standards to ensure consistency and quality.
Perform other reasonable duties as required by management.

2+ years of experience providing customer service in a technical or software-support environment.
Demonstrated experience troubleshooting software or system-related issues.
Strong verbal and written communication skills, with the ability to translate technical information into clear, user-friendly explanations.
Proven ability to remain calm, patient, and solution-focused when assisting frustrated or escalated customers.
Experience supporting or mentoring peers in a customer-facing environment.
Strong organizational and time-management skills, with the ability to balance multiple priorities and deadlines.
Ability to work effectively in a remote, team-based environment.
A customer-first mindset and commitment to delivering high-quality, consistent support.

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

troubleshootingcase documentationsupport ticket management

communicationempathymentoringorganizational skillstime managementcustomer servicesolution-focusedteamwork