L1 Customer Support Representitive
<h2 style="margin-top:13px;margin-bottom:8px;"><span style="font-size:14pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#2e75b6;"><span style="font-style:normal;"><span style="white-space:normal;"><span><span><span>L1 Customer Support Representative</span></span></span></span></span></span></span></span></h2><br><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#000000;"><span style="font-style:normal;"><span style="font-weight:400;"><span style="white-space:normal;"><span><span><span><b>Location: </b>UK, US, or Canada (Remote) <br><b>Department: </b>Customer Success</span></span></span></span></span></span></span></span></span><br><br><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#000000;"><span style="font-style:normal;"><span style="font-weight:400;"><span style="white-space:normal;"><span><span><span>Soutron 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.</span></span></span></span></span></span></span></span></span><br><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#000000;"><span style="font-style:normal;"><span style="font-weight:400;"><span style="white-space:normal;"><span><span><span>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.</span></span></span></span></span></span></span></span></span><br><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#000000;"><span style="font-style:normal;"><span style="font-weight:400;"><span style="white-space:normal;"><span><span><span>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.</span></span></span></span></span></span></span></span></span><h3 style="margin-top:11px;margin-bottom:7px;"><span style="font-size:12pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#1f3864;"><span style="font-style:normal;"><span style="white-space:normal;"><span><span><span>What You'll Do</span></span></span></span></span></span></span></span></h3><ul style="margin-bottom:5px;"><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Triage and resolve omni-channel support requests (email, portal, chat, phone) against SLAs.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Leverage the knowledge base, documentation, and internal tooling to deliver fast, relevant, and accurate responses.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Escalate complex issues with complete context so downstream teams can move quickly.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Draft, edit, and maintain knowledge base articles, FAQs, and how-to content.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Identify patterns, process gaps, and automation opportunities—and help implement them.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Partner with the Support Leader on projects that improve first line support and the overall customer experience.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Collaborate cross-functionally with Implementations, Training, Customer Success, Product, and Engineering.</span></span></li></ul><h3 style="margin-top:11px;margin-bottom:7px;"><span style="font-size:12pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#1f3864;"><span style="font-style:normal;"><span style="white-space:normal;"><span><span><span>What We're Looking For</span></span></span></span></span></span></span></span></h3><ul style="margin-bottom:5px;"><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">1–3+ years in a customer-facing support, service, or success role (SaaS or technology environments preferred).</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Curiosity, detail orientation, and a solutions mindset—reaches for the docs and the logs before reaching for an escalation.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Positive, customer-first attitude with excellent written and verbal communication skills.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Systems thinker—sees beyond a single ticket to identify patterns, process improvements, and automation opportunities.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Comfort with ticketing systems, knowledge bases, and modern SaaS applications.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Self-starter who can work independently in a remote environment.</span></span></li></ul><h3 style="margin-top:11px;margin-bottom:7px;"><span style="font-size:12pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#1f3864;"><span style="font-style:normal;"><span style="white-space:normal;"><span><span><span>Preferred (Not Required)</span></span></span></span></span></span></span></span></h3><ul style="margin-bottom:5px;"><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Bachelor's degree in a related field (Information Science, Library Science, Computer Science, Communications, Business, or similar).</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Experience authoring knowledge base / help center content.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Exposure to workflow automation, macros, chatbots, or low-code tools.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Familiarity with APIs, integrations, SSO, or browser-based troubleshooting.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Prior support experience with library, archive, knowledge management, or information management systems.</span></span></li></ul><h3 style="margin-top:11px;margin-bottom:7px;"><span style="font-size:12pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#1f3864;"><span style="font-style:normal;"><span style="white-space:normal;"><span><span><span>Why Soutron Global?</span></span></span></span></span></span></span></span></h3><ul style="margin-bottom:5px;"><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Join a company with 35+ years of industry leadership in library and information management.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Support mission-critical systems used by prestigious organizations worldwide.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Help build the next generation of our support experience—knowledge, automation, and low-touch / high-engagement workflows.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Clear growth pathway into specialized technical support, implementations, training, and customer success roles.</span></span></li><li style="margin-bottom:5px;margin-left:8px;"><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;">Collaborate with a leadership team backed by experienced private equity partners committed to global expansion.</span></span></li></ul><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#000000;"><span style="font-style:normal;"><span style="font-weight:400;"><span style="white-space:normal;"><span><span><span><b>Ready to be the face of Soutron support—and help build the engine behind it?</b></span></span></span></span></span></span></span></span></span><br><span style="font-size:11pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#000000;"><span style="font-style:normal;"><span style="font-weight:400;"><span style="white-space:normal;"><span><span><span>Apply now and help Soutron Global deliver the access, efficiency, and preservation capabilities that libraries, archives, and knowledge hubs need to thrive.</span></span></span></span></span></span></span></span></span><br>
