Job Description

Provide user support and training to customers. This role can comfortably support user inquiries ranging from basic to intermediate and users varying in technical capabilities.

Crowd Wisdom® is an award-winning learning management system for mature learning programs looking to drive greater learner engagement, revenue, and grow its program. The flexibility of Crowd Wisdom®, combined with its centralized learning hub and sophisticated learning paths, connects learners with personalized, social, and engaging experiences that lead to greater learner outcomes and a more successful program. Learn more at crowdwisdomlms.com.

A Day in the Life (Key Responsibilities)

• Provide timely responses to customer support inquiries via Salesforce ticketing system 

• Work with customers to identify and replicate errors and defects through a variety of communication channels (phone, email, chat, support portal) to ensure resolution 

• Collaborate with team members to provide resolutions to customer inquiries 

• Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision-making purposes 

• Identify recurring service requests and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue 

• Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores 

• Assist client with issues on functionality released in the Product 

• Encourage utilization of the knowledge base available through the platform to ensure customer success in using the software 

• Maintain high ticket performance and satisfaction  

• Triage customer issues, troubleshoot, and find workarounds if possible 

• Other duties as assigned.

We are looking for someone who brings (Qualifications)

• High-school diploma or equivalent required. A college education preferred 

• 2 or more years’ experience with admin customer service and/or technical support 

• 1+ years’ experience working with triaging tickets- using Salesforce or other ticketing platform 

• Some level of understanding and experience with browser-related troubleshooting and/or web-based products 

• Impeccable customer service skills 

• Excellent analytical and problem-solving skills, motivated to help and desire to provide the best solutions 

• Drive to seek out solutions and support the client with a positive attitude and compassion/empathy 

• The ability to work independently and handle multiple priorities and deadlines simultaneously    

• Proficiency in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook 

• Demonstrated ability to learn and understand software applications 

• Possesses confidence and comfort with technology 

• Excellent verbal and written communication, organization, and follow-up skills 

• Excellent relationship building skills and the ability to work both individually and as a team are necessary. 

• Ability to work effectively within a fast-paced, deadline-driven environment, bringing a sense of urgency 

• Strong clients focus with exceptional collaborative and influencing skills 

• Positive “can do” attitude 

#LI-AC1 #momentivesoftware

About Us

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.
 

Why Work Here?

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.