L1 Customer Support Representitive

L1 Customer Support RepresentativeLocation: UK, US, or Canada (Remote)Department: Customer SuccessSoutron Global is an internationally recognized provider of cloud-based information management systems, trusted by law firms, corporations, government agencies, and cultural institutions worldwide to manage their archives, libraries, and knowledge hubs. Our mission: help organizations transform how they access, manage, and preserve their most valuable information assets.We're building a modern, low-touch / high-engagement support function—one that leverages great knowledge, smart automation, and a customer-first team to deliver fast, relevant, and accurate outcomes at scale. We're looking for an L1 Customer Support Representative who is curious, sweats the details, has a solutions mindset, brings a positive outlook, and genuinely puts customer needs first.You'll be the face and first line of Soutron support—and the Support Leader's right hand in building the knowledge base, workflows, and automations that raise the bar for every customer interaction.What You'll DoTriage and resolve omni-channel support requests (email, portal, chat, phone) against SLAsLeverage the knowledge base, documentation, and internal tooling to deliver fast, relevant, and accurate responsesEscalate complex issues with complete context so downstream teams can move quicklyDraft, edit, and maintain knowledge base articles, FAQs, and how-to contentIdentify patterns, process gaps, and automation opportunities—and help implement themPartner with the Support Leader on projects that improve first line support and the overall customer experienceCollaborate cross-functionally with Implementations, Training, Customer Success, Product, and EngineeringWhat We're Looking For1–3+ years in a customer-facing support, service, or success role (SaaS or technology environments preferred)Curiosity, detail orientation, and a solutions mindset—reaches for the docs and the logs before reaching for an escalationPositive, customer-first attitude with excellent written and verbal communication skillsSystems thinker—sees beyond a single ticket to identify patterns, process improvements, and automation opportunitiesComfort with ticketing systems, knowledge bases, and modern SaaS applicationsSelf-starter who can work independently in a remote environmentPreferred (Not Required)Bachelor's degree in a related field (Information Science, Library Science, Computer Science, Communications, Business, or similar)Experience authoring knowledge base / help center contentExposure to workflow automation, macros, chatbots, or low-code toolsFamiliarity with APIs, integrations, SSO, or browser-based troubleshootingPrior support experience with library, archive, knowledge management, or information management systemsWhy Soutron Global?Join a company with 35+ years of industry leadership in library and information managementSupport mission-critical systems used by prestigious organizations worldwideHelp build the next generation of our support experience—knowledge, automation, and low-touch / high-engagement workflowsClear growth pathway into specialized technical support, implementations, training, and customer success rolesCollaborate with a leadership team backed by experienced private equity partners committed to global expansionReady to be the face of Soutron support—and help build the engine behind it?Apply now and help Soutron Global deliver the access, efficiency, and preservation capabilities that libraries, archives, and knowledge hubs need to thrive.Powered by JazzHRLx85n4r9qa