Support Specialist

Our Mission : Help retail & service companies streamline and grow their business. We are a growing software company delivering business management software to the Pool, Hot Tub, and Hearth industries. Responsibilities Serve as the primary support contact for clients, providing troubleshooting, problem resolution, and ensuring clients can fully utilize our software. Manage support cases via phone and email using our case management system. Document solutions, create knowledge base articles, and share best practices with the team. Collaborate with cross‑functional teams (Support Lead, Client Success) to triage complex issues. Identify potential upsell or migration opportunities (e.g., Evosus Legacy to LOU) and coordinate follow‑up. Maintain client documentation and track support metrics to meet SLAs. Day‑to‑Day Tasks Monitor assigned cases in queue and process them according to priority and service level agreements. Identify and verify client‑reported problems, troubleshoot application issues, or triage to higher‑level support. Use general accounting terms and processes to respond to accounting‑related queries. Track and document client support inquiries and related activities in an internal system. Qualify and complete training and consulting opportunities described by clients. Act as a subject‑matter expert, demonstrating deep knowledge of the product and related business processes. Communicate technical concepts clearly, both verbally and in writing, to individuals with varied technical backgrounds. Required Skills & Competencies Relationship Building Customer Orientation Results Orientation Active Listening Assertiveness Team Player Problem Solving Decision Making Industry Knowledge Required Qualifications Minimum 2 years of customer‑support experience, preferably in a software company. Relevant or transferable knowledge from the retail, service, or construction business sectors. Advanced computer skills. Preferred Education and Experience Associate’s degree in a related field, or an additional 2 years of professional experience. Minimum 2 years of business‑operation experience in retail or service management. Experience with specialty retail or field service businesses. Familiarity with Salesforce Service Cloud. Benefits Full‑time, Monday‑through‑Friday schedule with flexible remote or office options. Hourly compensation: $24.04 – $27.88 per hour, commensurate with qualifications. Coffee and snacks available at the office. 120 hours of PTO annually, accrued each pay period. 10 paid holidays. 100% employer‑paid medical, dental, and vision benefits. Flexible spending account. 401(k) with 100% employer match up to 4% of gross salary. Hybrid work environment. Potlucks and wellness reimbursement. Positive, supportive team environment. Evosus is an Equal Opportunity Employer. Evosus participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. #J-18808-Ljbffr Evosus, Inc.