L1 Customer Support RepresentativeLocation: 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.
Ready 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.