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Valsoft Corporation · 10 hours ago

Customer Support Representative

United States

Full-time

Remote

Entry Level

1+ years exp

Valsoft Corporation is seeking a Customer Support Representative to join Hyper-Reach, a leading provider of emergency and mass notification technology. The role involves assisting customers with technical inquiries, managing support tickets, and providing backup support for training and customer retention activities.

Business DevelopmentSoftware

Growth Opportunities

Responsibilities

Learn and maintain a deep understanding of the Hyper-Reach notification system, including its features, functions, and configurations

Respond promptly and professionally to client questions via email, phone, or ticketing system

Handle difficult or escalated customer situations with empathy, professionalism, and sound judgment

Manage, track, and resolve client issues in Jira Service Desk, ensuring accurate documentation of all interactions

Collaborate with internal teams (Engineering, Product, and Customer Support team) to ensure timely resolution of client issues

Learn and follow all company policies, procedures, and security protocols related to customer support and data handling

Serve as a backup resource for training activities: assisting in onboarding new clients and delivering system usage guidance when required

Serve as a backup resource for customer retention activities: proactively reaching out to clients to discover and assist with any open issues

Identify recurring issues and provide feedback to improve documentation, training materials, or product functionality

Qualification

Jira Service DeskTechnical supportAnalytical skillsSaaS knowledgeCommunication skillsProblem-solving skillsAttention to detail

Required

Fluent written and spoken English communication skills are required

1–3 years of experience in technical support, customer service, or software helpdesk roles

Strong analytical and troubleshooting skills with a proactive, customer-oriented approach

Ability to manage multiple tasks and maintain professionalism under pressure

High attention to detail and ability to follow procedures accurately

Preferred

Prior experience using Jira Service Desk (or similar ticketing system) preferred

Knowledge of SaaS, emergency management, or communication systems is a plus

Company

Valsoft Corporation

As a leading player in vertical market software (VMS), Valsoft combines industry expertise with a unique buy-and-hold investment philosophy, managing a growing portfolio of companies that benefit from decentralized leadership and operational autonomy.

Founded in 2015

Montréal, Quebec, CAN

1001-5000 employees