Technical Support Representative


Job Description

Do you want to work for one of Philly.com’s Top Workplaces? Our employees are very proud that SofterWare is on the “Philly.com Top Workplaces” list for the sixth time! The two keys to SofterWare’s success are customer and staff happiness, and they are two reasons we’ve enjoyed over 35 years of continuous growth. In addition to a challenging and rewarding career, SofterWare is also a fun place to work with barbeques, Phillies games, company sport’s teams, a wellness program, casual dress environment, and so much more.

The success of SofterWare’s products is due, in large part, to the skills and professionalism of our Technical Support Representatives. Our support positions vary in their technical knowledge, but do not require any previous programming experience. We have an in depth training program on our products to give you the tools and the support to become a valued team member. This will enable you to provide technical support to our clients empowering them to use our products with confidence and work with them to resolve their product issues. The technical support questions may range from simple “How do I?” to troubleshooting why something isn’t working exactly the way they had intended.

Responsibilities:

  • Impact every customer interaction by exceeding their expectations
  • Handle incoming and outgoing customer communications to full completion
  • Document all interactions within appropriate tracking systems
  • Constantly maintaining a positive outlook, focus and attitude
  • Attention to detail and follow-through on open issues
  • Effectively work independently and with a team
  • Proficient in applications such as Microsoft Office, Excel and Word

Requirements:

  • Bachelor’s degree or equivalent preferred
  • Willingness to learn, grow and provide exceptional customer service
  • Strong ability to diagnose problems and provide solutions
  • Previous experience with a non-profit organization is very helpful, but not required.
  • Familiarity with a database application is very helpful
  • Excellent oral and written communication skills
  • Exceptional organizational and time management skills

Company Background

SofterWare is headquartered in Fort Washington, PA, with over 200 personnel worldwide. We are a Microsoft Certified Development Partner with thousands of delighted clients throughout the US and internationally, and are featured in the Deloitte Fast 50, Inc. 5000, and Software Magazine Top 500 list of companies. SofterWare specializes in developing software for vertical markets – primarily non-profit organizations, private and public schools, child care centers, and camps. We offer an excellent benefits package, including:

  • Medical, Prescription, Vision, and Dental Insurance
  • Pre-Tax Coverage for Dependents and Voluntary Benefits
  • Vision Coverage
  • Wellness Program
  • Quarterly Incentive Bonuses
  • 401(k) and Profit Sharing Retirement Plan
  • PTO (increases based on years of service)
  • Holidays
  • Maternity/Short-Term Disability

Additionally, we offer Paid Time Off for:

  • Vacation (increases based on years of service)
  • Sick & Emergency Personal Time
  • Holidays
  • Maternity/Short-Term Disability

SofterWare provides a challenging and stimulating environment where you’ll be able to work and learn with people who develop some very powerful and exceptional software products. More information about our company and products may be found at our website: