Customer Support Representative

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About This Role

Togetherwork seeks a full-time Customer Support Representative for its Doubleknot division, which delivers software solutions to museums, parks, and youth-oriented nonprofits. Operating remotely with a preference for Eastern Standard Time coverage, this position serves as the primary contact for users seeking application guidance and technical troubleshooting. The role involves managing support cases from start to finish, investigating reported system problems, and partnering with product and engineering teams to implement resolutions.…

Job Description

Responsibilities

• Assist clients via phone and email by delivering professional and timely support
• Resolve application inquiries concerning reporting, system features, integrations, and point-of-sale workflows
• Track support cases through complete lifecycle management and maintain clear communication
• Examine reported system problems to isolate reproduction steps and gather relevant details
• Document findings and route cases using Jira and other tracking tools
• Partner with product and engineering teams to review software issues and verify potential fixes
• Prioritize incoming inquiries based on urgency and business impact
• Educate users on platform capabilities and standard troubleshooting procedures
• Maintain detailed records of client communications and update support documentation
• Provide feedback regarding recurring difficulties to enhance product and support quality

Requirements

• Minimum of 3 years of experience in a client-facing SaaS technical support role or software application troubleshooting
• Ability to investigate client issues, collect necessary data, and articulate findings
• Demonstrated patience, empathy, and professional customer service capabilities
• Effective written and verbal communication skills for conveying technical details to non-technical users
• Organizational skills to handle multiple inquiries while preserving accurate documentation
• Proactive mindset regarding issue ownership, follow-up, and client satisfaction
• Aptitude for collaborating with technical and non-technical colleagues
• Wadiness to learn new platforms, workflows, and product features

Qualifications

• Bachelor degree in Business, Information Systems, or a related discipline, or equivalent professional background
• Prior experience assisting users of SaaS applications or web-based software platforms
• Familiarity with ticketing platforms like Zendesk or Jira
• Background in documenting application errors and reproduction steps
• Exposure to point-of-sale systems, payment processing, refunds, chargebacks, or financial reconciliation
• Experience working with membership organizations, museums, parks, admissions groups, or nonprofits
• Knowledge of basic web technologies or HTML
• Experience analyzing system configurations, logs, or support trends

Core Skills

Benefits

• Medical, dental, and vision insurance options
• 100 percent employer-paid short and long-term disability
• Basic life insurance
• 401(k) retirement plan with a 100 percent company match up to 4 percent
• Flexible paid personal and vacation time policy
• 10 annual sick days
• 10 company-paid holidays
• 6 weeks of paid parental leave
• Pet insurance
• Medical travel benefits
• Infertility benefits
• Teladoc employee assistance program
• Wellness benefits and engagement platform

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