United States - Remote
Remote
Junior
Full Time
💰$45,000 - $70,000
remoteAI toolscustomer supporttechnical supportB2Bmentoring
Requirements
- •1+ years computer/technical/call center client service experience
- •Excellent communication (written and verbal English), interpersonal and problem-solving skills
- •Ability to organize work and multi-task
- •Demonstrated ability to write clearly, concisely, and organized with appropriate detail
- •Experience with Windows computing environment and MS Office
- •Effective collaborator with proven process improvement skills
- •Must have reliable Internet access
- •Prior experience with Ticketing and CRM software
- •Experience using AI tools (e.g., ChatGPT, Microsoft Copilot, Claude) to improve productivity
What You'll Do
- •Handle inbound software support requests through various channels including portal, email, telephone, and chat (Tier 1 and 2 support)
- •Send proactive outbound communications to clients regarding file or communication failures
- •Accurately document client issues and all actions taken using ticketing software
- •Create and/or escalate support requests to Engineering for Tier 1, 2, or 3 issues
- •Participate in the on-call rotation for after-hours support coverage
- •Demonstrate in-depth understanding of one or more Rithum platforms and serve as subject matter expert
- •Create and maintain internal knowledge base articles and other support resources
- •Identify and communicate emerging trends to management based on ticket patterns and client feedback
- •Meet or exceed departmental and individual performance goals including client satisfaction and issue resolution
- •Support client satisfaction efforts through analysis and outreach
- •Participate in workload management processes
- •Contribute to special projects as assigned
- •Act as a peer mentor or coach to new team members and support Level 1 agents with training and escalation guidance
Nice to Have
- •1 year of tech support experience plus 1 year in a B2B software support role
- •Knowledge of APIs, EDI, XML, Flat Files and AS2, SFTP, HTTP communication protocols
- •Experience using the Rithum platforms
- •Prior experience working remotely
- •Bachelor’s degree in applicable discipline or related field
Benefits
- •Medical, dental and vision benefits with company HSA contributions starting Day 1
- •6% 401(k) match
- •Competitive time off package including 20 days PTO, 9 company-paid holidays, 2 floating holidays, 7 sick days, 2 wellness days, 1 paid volunteer day; increases with tenure
- •12 weeks primary caregiver leave and 4 weeks secondary caregiver leave
- •Accident, critical illness, and hospital indemnity insurance
- •Pet insurance
- •Legal assistance and identity theft insurance plans
- •Life insurance 2x salary
- •Access to Calm app and Employee Assistance Program
- •$65/month remote work stipend for internet
- •Culture and team-building activities
- •Tuition assistance
- •Career development opportunities
- •Charitable contribution match up to $250 per year
About Rithum
Rithum is a provider of cloud-based e-commerce fulfillment and marketing solutions for large retailers, marketplaces, and consumer brands.
Atlanta, GA, US
500 - 1000
eCommerce