[Remote] Software Support Representative

Note: The job is a remote job and is open to candidates in USA. Embrace Software Inc. is a permanent-capital software company that acquires and grows essential businesses across various sectors. They are seeking a Software Support Representative to provide first-level support to customers for their Aurora Document software, ensuring efficient troubleshooting and resolution of issues while maintaining strong client relationships. Responsibilities • Provides front-line troubleshooting support for application issues; listens actively to customer concerns and asks follow-up questions to identify root causes • Participate as a member of the Help Desk, research and resolve application or service issues using available tools, product documentation, and internal resources • Escalates more complex issues to senior team members or development, including clear documentation of the problem • Travel to financial institutions for installations and/or training • Manage support cases, following through with them to completion. Requesting assistance from peers or management when needed • Monitors incoming emails and support cases to ensure timely response and resolution • Stays current with product updates and participates in internal training to expand product knowledge • May assist with documenting solutions and contributing to internal knowledge sharing • May support basic hardware performance and capacity monitoring related to applications Skills • Associate degree in Computer Science, Information Systems, or related field • Minimum of two (2) years of experience in a financial institution, IT support, or a customer-facing technical role • Equivalent combination of education and experience may be considered • Foundational understanding of banking and credit union operations • Understanding of general networking concepts and server setup configurations • General knowledge of supported applications and awareness of related systems • Strong interpersonal and communication skills; able to explain technical concepts clearly • Dependability and accountability traits are vital • Analytical thinker with the ability to diagnose and resolve issues methodically • Proficient in Microsoft Office Suite and basic troubleshooting tools • Demonstrated ability to provide high-quality customer service • Willingness to learn and grow in technical knowledge and product expertise • Knowledge of loan processing applications is helpful Benefits • Competitive base salary. • Comprehensive benefits package (medical, dental, 401(k), etc.). • Remote work flexibility with travel to client sites as needed. Company Overview • Embrace acquires and invests in niche software that provides industry-specific solutions. It was founded in 2019, and is headquartered in Tampa, Florida, USA, with a workforce of 201-500 employees. Its website is Apply tot his job