Customer Support Specialist

Job Description Summary

We are seeking a CUSTOMER SUPPORT SPECIALIST to join our growing team!

Position Overview

Provide basic user support to improve experience of customers and/or end-users of their assigned product.

Job Description

A Day in the Life

• Provide timely responses to customer service inquiries via product ticket system
• Work with customers to identify and replicate errors and defects through a variety of communications means 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 found in your support specialty 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
• Train new and existing customers on the product you support through phone calls and email, as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software
  
  

We would love to chat if you have...

• Experience
• Bachelor’s Degree preferred
• 1-2 years of customer service experience preferred
  
  

• Computer Technical
• Basic knowledge of Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
• Demonstrate ability to learn and understand basic office software applications
• Comfortable with technology
  
  

• 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
  

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?

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 & Vision Benefits

401(k) Savings Plan & Company Match

Flexible Planned Paid Time Off

Generous Sick Leave

Casual Environment

Purpose-Driven Culture

Work-Life Balance

Passionate About Community Involvement

Company Paid Parental Leave

Company Paid Short Term Disability

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.