Customer Support Specialist - Remote

Overview

Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential.

We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy.

In Short

• Provide first-tier software support via the service ticket system.
• Develop in-depth knowledge of WebPresented products and their value to customers.
• Troubleshoot and resolve technical issues while documenting ticket progress.
• Prioritize service tickets, assess business impact, and escalate when necessary.
• Educate customers on product features, updates, and best practices.
• Collaborate with internal teams to ensure seamless customer support.
• Proactively communicate maintenance updates and new product features.
• Contribute to software documentation and assist with customization requests.

Requirements

• Proven experience in technical support and troubleshooting for software products.
• Strong understanding of databases, SaaS platforms, and problem-solving methodologies.
• Excellent professional communication skills, with the ability to interact effectively with customers and internal teams.
• Hands-on experience with CRM platforms, helpdesk solutions, and ticketing systems.
• Customer-focused mindset with the ability to balance company objectives and customer needs.
• Highly accountable, with strong ownership and follow-through on tasks and customer issues.
• Passion for technology and a proactive approach to continuous learning.
• Availability to provide afternoon and evening support until 8:00 PM ET.
• Experience supporting SaaS, CRM solutions, or similar enterprise software.
• Background in industrial distribution or manufacturing industries.

Benefits

• Comprehensive Health Coverage: Coverage begins on your first day of employment.
• 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%.
• Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
• 12 weeks paid leave for all employees.
• Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
• Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.