Customer Support Tier 1

We are seeking a Customer Support Tier 1 to join our growing team!

Position Overview

As a tech-savvy Technical Support Agent, you will work with our clients to ensure successful usage of our products and services, including our industry-leading Learning Management System, as well as managed virtual events. Our Technical Support Agents achieve this through understanding our various web-based platforms and relying on their technical knowledge and ability to troubleshoot a wide array of inquiries on a daily basis, from clearing the cache in a browser to identifying audio issues. Our main goal is ensuring both end-users and admins understand we are there for them to solve their queries. This role will assist with our Level 1 inquiries and will collaborate with other technical teams to ensure a quick resolution for both learners and client admins.

As a member of the Customer Support team, you will be the first point of contact for an individual requesting technical assistance. Support includes servicing Client admins and platform end-users/learners. The client experience you deliver will make you a critical player in driving long-term client success and demonstrating the value of our partnership. You will work cross-functionally with multiple internal teams to develop a keen understanding of customers’ unique business needs and challenges, and proactively work to continuously improve the customer experience with enhanced knowledge and clear lines of escalation.

A Day in the Life

• Provide technical support via phone or tickets assisting platform end-users and admins with majority of our client base falling in the association industry as well as for-profit education businesses
• Troubleshoot technical hardware and software issues involving internet connectivity, browser requirements, accessing webinars and live streams, and more
• Embrace a collaborative work environment where we are able to interact with other teams to continuously enhance our knowledge of our platform and service offerings
• Strive to increase the rate and speed of ticket resolution
• Track cases in ticketing system with appropriate and accurate information
• Escalate inquires when necessary to Tier 2 & Tier 3 team members, with clear and detailed notes to ensure fast resolution
• Openness and comfort to telephone conversations with end users, as well as admins
• Stay current with platform/system information, changes, and updates
• Triage customer issues, debug, and find workarounds if possible
• Improve the client experience through excellent customer interaction
• Submit and comment on bug reports and feature requests based on customer interactions
• Maintain high ticket performance and satisfaction
• Participate in the rotation to provide off-hour support

We would love to chat if you have...

• Experience
  • 1+ years of experience in customer support
  • Preferred experience: SaaS solution
  • Versatility with technology and workflows, should have a high level of computer fluency
  • Affinity for (and experience with) providing customer support and making customers happy
  • Enjoy solving many small problems per day
  • Strong attention to detail
  • Ability to triage and resolve bugs, quickly and accurately
  • Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, calls, and chat
  • Experience with support platforms (ex. Freshdesk, Zendesk, etc.) preferred
  • Working knowledge of PC and Mac operating systems and browsers
• Other Skills
  • Experience with virtual event platforms (ex. Adobe Connect, Zoom, webcasting etc.)
  • Thirst for proactively learning and testing functionality of our SaaS LMS platform to meet customers’ unique needs

About Us  

Momentive Software amplifies the impact of over 30,000 purpose-driven organizations in over 30 countries. Mission–driven organizations and associations rely on the company’s cloud-based software and services to solve their most critical challenges: engage the people they serve, simplify operations, and grow revenue. Built with reliability at the core and strategically focused on events, careers, fundraising, financials, and operations, our solutions suite is bound by a common purpose to serve the organizations that make our communities a better place to live. Learn more at momentivesoftware.com.

Why work here?

Good People, Doing Good Things: Employees at Momentive Software are techies and volunteers who strive to make the company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

At Momentive Software, a great company awaits you... 

• Market-Competitive Compensation 
• Generous Allowances & Benefits 
• Quarterly Performance Bonus 
• Flexible Planned Paid Time Off 
• Annual Leave Credit Conversion 

• Medical Insurance 
• Dependents' HMO Coverage 
• Dental Coverage 
• Comprehensive Life Insurance 
• Casual Environment 

• Purpose-Driven Culture 
• Work-Life Balance 
• Passionate About Community Involvement 
• Equal Opportunity Employer 

All persons hired will be required to: 

• verify their identity, 
• verify they are eligible to work, without sponsorship, in the country they are to be employed in, and 
• complete any required employment eligibility verification form upon hire. 

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