Job Title: Software Support Agent
Monthly Pay: $4,696 - $6,000 USD per month
Summary
This role answers software user questions through calls, email, chat, and support tickets.
The Software Support
Agent helps users understand product features, resolve routine access and configuration concerns, and keep service interruptions moving toward resolution. The role sits within the technical support team and works under a technical support team lead. It partners with users, software specialists, product teams, and escalation contacts to share clear issue details and next steps. This is a contract position that is fully remote, work from home, in Ohio, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.
Job Responsibilities
Receive software support requests from a queue, phone calls, emails, chat conversations, and tickets, then identify the user, product area, and reported concern.
Ask focused questions to clarify symptoms, review screenshots or error messages when provided, and confirm the steps that led to the issue.
Use a IT help desk such as Freshservice to open, update, categorize, prioritize, and route support tickets with clear notes.
Guide users through approved troubleshooting steps for account access, browser settings, software navigation, and common product functions.
Use a remote support tool such as AnyDesk when approved to view the reported issue and help users complete supported steps remotely.
Check available knowledge articles, release notes, and known-issue updates before sharing accurate product or service information.
Record actions taken, user responses, issue details, and next steps in each ticket so another support contact can continue the work if needed.
Follow up with users after troubleshooting to confirm whether the software concern is resolved or whether more information is needed.
Escalate reproducible errors, unresolved access concerns, and higher-impact software issues to software specialists or the technical support team lead with complete notes.
Meet quality expectations through accurate guidance, timely turnaround, complete ticket notes, appropriate follow-up, and careful escalation details.
Qualifications
High school diploma or equivalent.
No experience required; related experience preferred.
Interest in software support, desktop applications, user access, and structured troubleshooting methods.
Familiarity with an IT help desk such as Freshservice preferred.
Ability to follow step-by-step instructions, test routine fixes, and explain technical information in plain language.
Ability to read error messages, compare reported behavior with expected software behavior, and capture useful issue details.
Strong written and verbal communication for assisting users and sharing clear updates with the support team.
Ability to maintain organized ticket notes, protect user information, and handle several incoming support requests calmly.
Reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
Authorization to work in the United States.
Perks & Benefits:
Fully remote work from home in Ohio, United States.
Structured onboarding and training on a IT help desk such as Freshservice and approved support workflows.
Regular check-ins with the technical support team lead to review questions, priorities, and development.
Opportunities to build software troubleshooting, ticket prioritization, user guidance, and escalation skills.
Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.