Customer Support Specialist

Job Description

Assists external clients in the implementation of the product platform. Evaluates client needs, develops configurations that support business processes and technical needs. Tests and troubleshoots final system setups. Provides technical training during and after the implementation process.

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

Duties & Responsibilities

• 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
  
  

Experience

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High school diploma or its equivalent
• Bachelor’s Degree preferred
• 12-3 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
  
  

Other Skills

Technology experience in CSS, DNS and HTML preferred

• 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
  
  

#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, Momentives 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.

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