Customer Support Rep, L1 NA at Foxitsoftware

Position Summary The Level 1 Technical Support Specialist is the first point of contact for customers and end users who need help getting the most out of Foxit products. You’ll troubleshoot issues, guide users through setup and adoption, and partner with internal teams to ensure a smooth experience from deployment through day-to-day use. This role blends strong customer communication with structured problem-solving, sound judgment, and the ability to manage multiple cases and priorities simultaneously. What You’ll Do Provide first-line support: Respond to incoming requests, diagnose issues, and deliver clear, professional resolutions with empathy and urgency. Support onboarding and deployment: Assist with pre- and post-deployment needs to ensure successful implementation, adoption, and integration of Foxit solutions. Troubleshoot and document: Follow structured troubleshooting steps, capture accurate case details, and document solutions to improve consistency and speed to resolution. Build better processes: Develop and refine support methods, procedures, and internal knowledge to strengthen customer outcomes and reduce repeat issues. Partner across teams: Identify patterns in customer issues, escalate critical cases appropriately, and collaborate with Engineering/Product/Support leadership on long-term fixes. Enable user success: Provide guidance, lightweight training, and best practices to help users confidently use Foxit tools and workflows. Use data to improve: Review support trends and feedback to recommend improvements to workflows, tools, and policies that enhance customer experience and operational efficiency. Exercise independent judgment: Make sound decisions that impact process, customer success, and escalation pathways. Required Qualifications Strong written and verbal communication skills with the ability to explain technical concepts clearly and professionally. Proven ability to manage multiple priorities while applying independent judgment, structured problem solving, and attention to detail. Preferred Qualifications 1–2 years in a technical support, customer support, or technology enablement role (SaaS/software experience a plus). Experience supporting collaboration and synchronous communication tools (voice, video conferencing, chat). Experience supporting web-based platforms and user workflows (e.g., admin configuration, user access, permissions, browser troubleshooting). Demonstrated project coordination or rollout experience (planning, documentation, stakeholder communication). Programming coursework, certifications, or hands-on experience (helpful for troubleshooting and technical comprehension). What Success Looks Like Customers feel supported, understood, and confident after interacting with you. Issues are resolved efficiently, documented accurately, and escalated appropriately when needed. Support processes and knowledge resources steadily improve because you spot patterns and contribute solutions.