Software Support Representative
This position is only available for W2 Employees. Please note that to be a W2 Employee, you must reside in one of the following states: PA, NJ, NH, DE, CO, SD, TX, WY, AK, or FL.
Make an Impact That Matters
Are you passionate about helping nonprofits grow their impact? Join SofterWare, a mission-driven technology company empowering thousands of organizations to change the world through innovation, data, and connection.
About SofterWare
Repeatedly recognized as a Philadelphia Inquirer Top Workplace, SofterWare builds innovative software-as-a-service (SaaS) products that empower nonprofits to thrive. Over 10,000 organizations use our flagship product, DonorPerfect, to leverage donor data, launch impactful fundraising campaigns, and strengthen the communities they serve.
Why you will love working at SofterWare:
- Contribute to a mission-driven organization dedicated to empowering nonprofits — where your work directly helps meaningful causes and makes a real difference in the world.
- Enjoy a remote-first, flexible work environment that supports your well-being and balance.
- Be part of a company culture that values collaboration, learning, inclusion, and giving back together as a team.
- Engage with vibrant employee groups like Diversity & Inclusion, SofterWare Women’s Network, SofterWare Wellness, and SofterWare Gives Back, our volunteer and community service initiative.
- Build meaningful relationships in a remote-first environment — from lively Slack channels that connect teammates with shared interests to virtual events that strengthen our sense of community
Your Role as a Software Support Representative:
The Software Support Representative is a vital part of our contact center team, assisting clients who use our software solutions. They assist clients by phone, email, and chat with ‘how-to’ questions, empowering them to use our products with confidence and work with them to resolve any technical issues that may arise.
Key Responsibilities:
- Answer client questions in a friendly and enthusiastic way through phone, chat, and email
- Provide accurate notes of all interactions with customers so that there is a record of the answers provided and actions taken
- Listen to customers with empathy and capture their feedback about our products so that we can continually incorporate client feedback into our product roadmap
- Own customer issues with a desire to see them fully resolved as quickly as possible
- Participate in ongoing product and process training in order to maintain up-to-date knowledge to better serve and delight clients
- Be available to work various shifts during our support hours so that our clients can receive friendly assistance at all points during that time.
- Adhere to our team’s defined Support Principles which are essential to this job
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Key Requirements:
- Provide exceptional customer service by anticipating needs, and exhibiting patience and empathy
- Exhibiting curiosity about the cause of reported issues complemented by the interest and ability to resolve them
- Strong ability to diagnose problems and provide solutions
- Excellent oral and written communication skills
- Ability to adapt your message and communication style to clients with varying skill levels
- Ability to learn and assimilate information quickly
- Self Driven with strong work ethic and desire to do your fair share
Hours:
- Monday through Friday 9 am - 5:30 pm EST
Education and Experience:
- 2+ years of customer service experience
- Bachelor’s degree preferred
- Experience with training, teaching, or instructing is a plus
- Familiarity with relational database applications preferred
Compensation
We believe great work deserves great rewards — and that when SofterWare succeeds, our team members should share in that success.
This full-time, remote position offers a total compensation range of $47,000–$55,000 USD, depending on your experience and skills. Our compensation package is designed to recognize your contributions, reward outstanding performance, and support your long-term growth.
Total Compensation includes:
- Competitive base salary
- Quarterly incentive bonuses
- Monthly profit-sharing bonus
Benefits
We’re proud to offer a comprehensive and competitive benefits package, including:
- Paid time off and volunteer days
- Matching gifts program
- Parental and military leave
- 401(k) with employer match and profit sharing
- Medical, prescription, vision, and dental coverage
- Pre-tax dependent coverage and voluntary benefits
- Short-term disability
- Employee Assistance and Wellness Programs
SofterWare is proud to be an Equal Opportunity Employer.
We make employment decisions based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, citizenship status, national origin, ancestry, gender, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, pregnancy, or any other characteristic protected by law. SofterWare is committed to providing reasonable accommodations for individuals with disabilities and fostering an inclusive, supportive workplace where everyone can thrive.