United States onlyL1 Customer Support Representative
Location: UK, US, or Canada (Remote)
Department: Customer Success
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.
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 Do
- Triage and resolve omni-channel support requests (email, portal, chat, phone) against SLAs.
- Leverage the knowledge base, documentation, and internal tooling to deliver fast, relevant, and accurate responses.
- Escalate complex issues with complete context so downstream teams can move quickly.
- Draft, edit, and maintain knowledge base articles, FAQs, and how-to content.
- Identify patterns, process gaps, and automation opportunities—and help implement them.
- Partner with the Support Leader on projects that improve first line support and the overall customer experience.
- Collaborate cross-functionally with Implementations, Training, Customer Success, Product, and Engineering.
What We're Looking For
- 1–3+ 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 escalation.
- Positive, customer-first attitude with excellent written and verbal communication skills.
- Systems thinker—sees beyond a single ticket to identify patterns, process improvements, and automation opportunities.
- Comfort with ticketing systems, knowledge bases, and modern SaaS applications.
- Self-starter who can work independently in a remote environment.
Preferred (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 content.
- Exposure to workflow automation, macros, chatbots, or low-code tools.
- Familiarity with APIs, integrations, SSO, or browser-based troubleshooting.
- Prior support experience with library, archive, knowledge management, or information management systems.
Why Soutron Global?
- Join a company with 35+ years of industry leadership in library and information management.
- Support mission-critical systems used by prestigious organizations worldwide.
- Help build the next generation of our support experience—knowledge, automation, and low-touch / high-engagement workflows.
- Clear growth pathway into specialized technical support, implementations, training, and customer success roles.
- Collaborate with a leadership team backed by experienced private equity partners committed to global expansion.
Apply now and help Soutron Global deliver the access, efficiency, and preservation capabilities that libraries, archives, and knowledge hubs need to thrive.
CA and US only
United Kingdom only