Software Support Analyst at FORM in Remote

Summary: FORM is a company that empowers mobile workers with technology to improve execution from the frontline. The T1 Software Support Analyst provides frontline customer and technical support, troubleshooting issues, documenting interactions, and ensuring a positive customer experience. Responsibilities: - Provide timely and professional support through email, chat, phone, and ticketing systems - Troubleshoot common product, account, and workflow-related issues for customers and internal users - Accurately document customer interactions, troubleshooting steps, and resolutions - Escalate unresolved, urgent, or complex issues to senior team members when appropriate - Manage assigned ticket queues and ensure timely follow-up and case resolution - Support multiple products, communication channels, and operational needs based on business priorities - Maintain quality, productivity, and customer service standards across all assigned work - Build and maintain knowledge of supported products, tools, and workflows through ongoing training and coaching - Communicate clearly and professionally with customers, teammates, and leadership - Collaborate with team members to support daily operations, knowledge sharing, and continuous improvement efforts Required Qualifications: - 1+ years of experience in customer support, technical support, SaaS support, retail service, or a related field preferred - Strong written and verbal communication skills - Ability to manage multiple priorities in a fast-paced environment - Comfortable learning new tools, systems, and processes quickly - Strong customer service mindset with attention to detail and problem-solving skills - Professional, reliable, coachable, and team-oriented approach to work Required Skills: Technical support, SaaS support, Ticketing systems, Customer service mindset Benefits: Generous medical, dental, and vision insurance coverage., Company-paid life and disability insurance., 401(k) retirement plan available., Paid parental leave., Flexible vacation policy – take the time you need when you need it., Company-provided work equipment., Opportunities for internal growth and career development.