Software Support Specialist - Remote Eligible

Software Support Specialist

Join Harbor Compliance, a pioneering leader in the compliance industry, recognized by Inc. 5000 and Deloitte Technology Fast 500. Merging with Labyrinth, Inc. in 2021, we've expanded our reach to over 35,000 clients, leveraging advanced technology to simplify business licensing and legal entity management. We're a growing team, passionate about making compliance accessible and efficient for all businesses and nonprofits.

As a Software Support Specialist, you will act as a subject matter expert on our proprietary software platform, providing Tier 2 technical support to both internal and external clients, including partners. You will be responsible for resolving complex issues, conducting customer data audits, and working closely with cross-functional teams such as Software Development and Product to ensure timely, accurate, and high-quality service delivery.

You will support some of our most complex clients, requiring a high level of technical acumen, data analysis capability, and customer communication skills.

Key Responsibilities

• Serve as Tier 2 support for escalated product issues, troubleshooting and resolving complex software-related inquiries.
• Perform regular audits on customer data to ensure accuracy and contract compliance.
• Collaborate with the Software Development and Product teams to address bugs, identify trends, and support software enhancements.
• Maintain up-to-date documentation and knowledge base articles to support internal and external stakeholders.
• Ensure timely resolution and response to all software support requests and bug reports, meeting SLA and CSAT standards.
• Deliver quarterly strategic projects and contribute to continuous improvement efforts.
• Support internal teams by ensuring customer data aligns with platform requirements and system logic.

Key Metrics & Performance Expectations

• Registered Agent Service SLAs:
• 100% of documents delivered within one business day for customers with active Registered Agent Service.
• Ensure data synchronization with the Northwest portal within one business day.
• Individual Ticket SLAs and CSAT:
• 90% of tickets meet SLA targets for Time to First Response and Time to Resolution.
• Maintain a customer satisfaction (CSAT) score of 4.0 or higher.
• Individual Project Delivery & Audit Completion:
• Complete 95% of assigned audits on schedule.
• Deliver quarterly priorities per stakeholder-approved scope and timeline.
• Team performance on ticket SLAs and CSAT.
• Team audit completion rate of 95%.
• Timely delivery of Help Center content for internal and external users.

Required Qualifications

• 2+ years of experience in software support, technical support, or a related customer-facing technical role.
• Strong analytical and problem-solving skills; comfort working with complex data sets.
• Excellent verbal and written communication skills with the ability to translate technical details to non-technical audiences.
• Experience collaborating with cross-functional teams including software engineers and product managers.
• Strong organizational and time management skills with an ability to manage competing priorities.

Preferred Qualifications

• Experience supporting SaaS platforms or enterprise-level software applications.
• Familiarity with customer support tools (e.g., Zendesk, Salesforce).
• Basic knowledge of SQL, data analysis tools, or scripting languages is a plus.

Harbor Compliance is committed to providing any reasonable accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

Harbor Compliance's base salary range for this role is listed below. Compensation at the time of offer is based on factors such as skill set, experience, qualifications, and work location. Salary is one part of Harbor Compliance's total compensation package. Other benefits may include health benefits, flexible paid time off, parental leave, fertility and adoption assistance, 401(k), and educational reimbursement. Note that the salary range and benefits apply only to U.S.-based candidates.

Harbor Compliance base salary range for this role in the U.S. is: $53,000 - $57,000 USD.

Harbor Compliance will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Harbor Compliance, or (c) consistent with Harbor Compliance's legal duty to furnish information.

Harbor Compliance is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.