Customer Support Specialist

SureCost

Support Specialist providing quality software support and solutions for SureCost's users in a remote environment. Engage with end users and enhance their experience with our software applications.

Posted 7/14/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in software/application support with a focus on effective communication, problem-solving, and customer service. Proficient in managing support tickets and contributing to knowledge bases while maintaining a proactive approach to customer engagement.

Highest-signal resume keywords

Software/Application Support ExperienceClear Communication and DocumentationProblem-Solving SkillsOrganization and Time ManagementSaaS and B2B Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software SupportTroubleshootingTicketing System ManagementBug ReportingKnowledge Base Contribution

Soft Skills

Clear CommunicationSelf-DirectedCollaborationFlexibilityHumility

Tools & Technologies

HubSpot

Industry Keywords

HealthcarePharmaceuticalSaaSB2B

About the role

Key responsibilities & impact

Master the features and functionality of the supported software applications and maintain knowledge of software updates and enhancements
Provide timely and high-quality software support to end-users via email, phone, or as additional channels are identified in the future, for all our Software Solutions
Follow standard support procedures and processes to ensure all customer communication is fully documented in the support ticketing system in a timely manner
Triage, prioritize and troubleshoot various customer queries to identify and escalate situations requiring urgent attention and redirect problems to correct resource as needed
Successfully manage a backlog of pending tickets and follow up with customers to ensure complete and timely resolution of issues
Formulate and test alternative or unique solutions to help customers achieve their goals
Proactively reach out to existing accounts to check-in and promote knowledge of other services
Identify and report bugs and software requests and inform management of recurring problems
Contribute to internal knowledge base for current and new team members and provide content for customer help center articles
Shared weekend and nightly on-call for emergency support situations
Demonstrate our core values of transparency, collaboration, flexibility, humility and fun

Requirements

What you’ll need

3+ years of software/application support experience
Clear and concise communication and documentation style
Ability to break down, analyze and solve complex problems
Organization and time management skills a MUST
Must be self directed and thrive in a fast paced environment with minimal direction
Huge Plus If You Have: SaaS and/or B2B experience
Healthcare or pharmaceutical industry experience
HubSpot experience

Benefits

Comp & perks

Fully-Remote
Unlimited PTO (Highly suggested 3-week minimum)
Flex Hours
100% medical premiums covered for employees
70% medical premiums covered for dependents
Low cost-to-employee vision and dental
Automatic 3% employer addition to 401k
12 weeks of fully paid Parental Leave
Professional development reimbursement