The Customer Support Specialist provides basic user support to improve the experience of customers and/or end-users of their assigned product.
DUTIES & RESPONSIBILITIES:
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
Other duties as assigned.
We are looking for the best of the best product support professionals who have demonstrated success in customer service and technical support and possess the skills to excel in our dynamic environment.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Experience:
High school diploma or its equivalent
Requires 1-2 years of customer service experience
Experience in a call-center environment preferred
Relevant work experience preferred
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
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
Capability to think and act independently and apply critical thinking
Excellent interpersonal skills, with a positive, friendly, and helpful attitude
Computer/Technical:
Strong technical knowledge of Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
Experience with HTML and CSS
Demonstrate ability to learn and understand basic office software applications
Prior experience supporting software applications desired
Other Skills:
Strong organizational skills
Excellent verbal and written communication skills
Telephone skills/etiquette; call screening
Ability to prioritize work and handle multiple tasks
Excellent time management skills
Attention to detail
Ability to learn new technologies.
#LI-AC1 #momentivesoftware
Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on Momentive’s cloud-based software and services to address their most pressing challenges – from engaging their communities to simplifying operations and growing revenue. Designed to help organizations connect more, manage more, and ultimately expect more, Momentive's solutions are built with reliability at the core and strategically focus on fundraising, learning, events, careers, volunteering, accounting, and association management. Momentive partners with organizations that believe "good enough" is never enough – so they can bring on better outcomes for everyone they serve. Learn more at momentivesoftware.com.
At Momentive Software, we’re a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change. If you’re looking for a place where your work matters and your ideas are valued, you’ll find it here.
Medical, Dental & Optical Benefits including Dependents
Flexible Planned Paid Time Off and Sick Leave
Inclusive and Welcoming Environment
Purpose-Driven Culture
Work-Life Balance
Passionate About Community Involvement
Company-Paid Life Insurance Coverage
Hybrid Work Arrangement
Hazard Pay
Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the Philippines (without sponsorship), and to complete the required employment eligibility verification form upon hire.
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