Foxit · 10 hours ago
Sr Customer Support Rep, L1 NA
United States
Full-time
Remote
Mid, Senior Level
$70K/yr - $720K/yr
1+ years expFoxit is a company that provides innovative PDF solutions, and they are seeking a Senior Customer Support Representative to assist customers with troubleshooting and technical support. This role involves guiding users through setup, ensuring successful implementation of products, and collaborating with internal teams to enhance the overall customer experience.
ComputerDocument ManagementEBooksInformation TechnologyProductivity ToolsSoftware
Responsibilities
Provide first-line support: Respond to incoming requests, diagnose issues, and deliver clear, professional resolutions with empathy and urgency
Support onboarding and deployment: Assist with pre- and post-deployment needs to ensure successful implementation, adoption, and integration of Foxit solutions
Troubleshoot and document: Follow structured troubleshooting steps, capture accurate case details, and document solutions to improve consistency and speed to resolution
Build better processes: Develop and refine support methods, procedures, and internal knowledge to strengthen customer outcomes and reduce repeat issues
Partner across teams: Identify patterns in customer issues, escalate critical cases appropriately, and collaborate with Engineering/Product/Support leadership on long-term fixes
Enable user success: Provide guidance, lightweight training, and best practices to help users confidently use Foxit tools and workflows
Use data to improve: Review support trends and feedback to recommend improvements to workflows, tools, and policies that enhance customer experience and operational efficiency
Exercise independent judgment: Make sound decisions that impact process, customer success, and escalation pathways
Qualification
Required
Strong written and verbal communication skills with the ability to explain technical concepts clearly and professionally
Proven ability to manage multiple priorities while applying independent judgment, structured problem solving, and attention to detail
Preferred
1–2 years in a technical support, customer support, or technology enablement role (SaaS/software experience a plus)
Experience supporting collaboration and synchronous communication tools (voice, video conferencing, chat)
Experience supporting web-based platforms and user workflows (e.g., admin configuration, user access, permissions, browser troubleshooting)
Demonstrated project coordination or rollout experience (planning, documentation, stakeholder communication)
Programming coursework, certifications, or hands-on experience (helpful for troubleshooting and technical comprehension)
Company
Foxit
Founded in 2001, Foxit is a leading provider of innovative PDF and eSignature products and services, helping knowledge workers increase productivity and do more with documents.
501-1000 employees
H1B Sponsorship
Foxit has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (6)
2023 (4)
2021 (3)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Eugene Xiong
Founder & Chairman
Rowan Hanna
Chief Information Officer
Recent News
2026-01-09
2025-12-24
Company data provided by crunchbase