Customer Support Associate Jobs

Company Description

Who We Are:

Interested in joining our team? Here is some more information about us! Momentus Technologies provides industry-leading event and venue management software to customers in over 50 countries around the world, serving thousands of customers that power millions of events. In the age of digital transformation, our comprehensive platform offers event professionals leading-edge SaaS technology that provides a 360 view of their business, allowing them to cut costs, save time, and increase revenue. Momentus is used for top shows from across the world, famous museums, global convention centers, performing arts venues, professional sports arenas, and other unique events. Our client list includes ExCel London, Manchester United, Museum of Contemporary Art Australia, Omanexpo, the China National Convention Center, the Porsche Experience Center in Germany and the Sydney Opera House.

Working @ Momentus:

Surround yourself with highly motivated co-workers that push you to be your best each day. Momentus offers the career opportunities and fast-paced, exciting environment of a growth company where you can make a direct impact on our product and customers.

As a customer support specialist, you will assist our clients through support emails, phone calls, and online training meetings.

Working directly with our customers as well as our implementation consultants, you’ll distill business requirements and craft the reports and document templates used in both day-to-day operations as well as business analytics.

Additional roles include assisting with software testing and the setup of new accounts, conducting online support and training, gathering feedback for our product team, and providing technical support to both clients as well as other members of the customer support team.

Responsibilities:

• Provide user training on specific features and or modules
• Escalate any customer support requests that cannot be resolved, to a Senior Support Specialist.
• Identify further opportunities, upsells and/or risks with current customers.
• Demonstrate new features and unique use cases.
• Test new/improved functionality and/or bug fixes prior to general release.
• Action internal support requests such as, demo configuration and support, document preparation, customer notifications and NetSuite administration.
• Become an expert user on our software and keep up to date with new features and enhancements.
• Become a trusted resource for key accounts.
• Solve and respond to customer support requests.
• Educate and develop existing customer accounts.
• Establish and maintain relationships through eloquent and regular communication with ‘Super Users’.

Qualifications

• Excellent phone and email communication
• Proficient in Microsoft Suite (Word, Excel, etc)
• Customer service experience in a high growth saas company
• Experience with report writing tools and relational databases (e.g. DevExpress, Crystal Reports, SQL or MS Access) is preferred

What makes you a great fit for this role:

• You have venue/event industry experience
• You love cutting-edge technology; you just get it! But you also empathize with those who may not be as savvy and enjoy explaining and educating others about it.
• You enjoy working through both routine tasks as well as tackling the occasional curveball or larger project.
• You like to keep everyone in the loop - you don’t hold back communicating about goals, expectations, tasks, and feedback; you expect the same from others.
• You communicate professionally, yet personably, in person, on the phone, and over email.
• You have experience with HTML or creating and formatting digital documents — and have an eye for detail and aesthetics.
• You are self-motivated and thrive working in a fast-paced environment.
• You are empathetic and patient when assisting and educating others on complex topics.
• You are detail-oriented and take pride in doing excellent work.
• You get excited about SQL databases, data analytics, and reports, and are proficient with systems such as MS Access, DevExpress, Excel, or Crystal Reports.
• You love serving people.
• You are a team player.
• You’re great at “zooming out” to see the big picture, but not afraid to drill down to the details when needed.

Additional Information

• Free (Virtual) Personal training.
• All your information will be kept confidential according to EEO guidelines.
• No dress code! Come as you are. We know the smart people we hire don’t need to be told what to wear.
• Working with a team of smart, yet grounded colleagues who challenge you to be your best every day.
• Win at life by loving your job.
• Unlimited time off with a recommended minimum of 15 days off to allow for rest and recharge.
• Exceptional 401k match  - 80% match of the first 10% deferral.
• Paid parental leave. We want parents to have an opportunity to bond with their new little bundles of joy.

At Momentus, we cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Momentus is an equal opportunity employer and does not discriminate based on race, religion, national origin, age, sex, gender identity, disability, sexual orientation, marital status, or any other basis protected by law