Technical Customer Support - 1
Full-time
Momentive Software
Job Description The Technical Customer Support provides basic user support to improve the experience of customers and/or end-users of their assigned product. Job Description This role works in a non-scripted support environment, specialists are expected and required to troubleshoot independently and think through problems, rather than follow a fixed call flow or script. How You Will Make a Significant Impact:
- Build and maintain respectful and collaborative relationships with clients through responsiveness, expertise and awesome customer service
- Learn the inner workings of a member-management SaaS platform
- Troubleshoot and resolve client reported issues
- Train clients on how to best use a highly configurable platform
- Provide reporting to clients on the status of support cases
- Work with the Product Development team to address bugs and advance the product.
- Strong technical skills with the following: MS Word, PowerPoint, Excel, MS Outlook Windows/macOS, browsers, networking fundamentals, software installs, Microsoft 365
- Experience with HTML and CSS
- JavaScript knowledge & experience is an advantage
- Demonstrates confidence and professionalism in conversations without sounding scripted.
- Naturally builds rapport, adapts communication style to different audiences, and effectively guides discussions toward desired outcomes.
- Ability to work well in a team environment and collaborate with all levels of staff
- Capability to manage up and escalate as needed depending on the situation
- Prior experience supporting various software applications is an advantage.
- Aptitude to multi-task and prioritize while staying organized and managing time effectively
- Capacity to handle difficult situations effectively in a fast-paced environment
- Ability to understand technical jargon and communicate it to clients who have limited technical knowledge, simplify Technical Concepts, translate technical jargon into plain language for non-technical customers.
- Capability to think and act independently and apply critical thinking, gather facts quickly, eliminate possibilities, identify patterns, decide under pressure
- Excellent interpersonal skills, with a positive, friendly, and helpful attitude, handles frustrated customers, manage expectations, maintain ownership until resolution.
- Ticketing Systems knowledge is a plus! (ServiceNow, Zendesk, Freshdesk, Jira, Salesforce; document issues, update tickets, track resolutions, follow SLAs)
- Ability to actively listen, understand the real issue, clarify vague descriptions, avoid assumptions.
- Customer Management — handle frustrated customers, manage expectations, maintain ownership until resolution
- Product Learning Agility — learn new products quickly, read knowledge-based articles, stay current on updates
- Documentation — write clear ticket notes, root-cause findings, and resolution summaries— speak naturally, build rapport, adapt communication style, guide the conversation
- Nice to haves, CompTIA A+ and ITIL Foundation certifications.
Vacancy posted 1 day ago
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