Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide technical assistance to clients via support emails, phone calls, and online training sessions.

• Aid in software testing and the configuration of new accounts.

• Facilitate online support and training sessions.

• Collect feedback for the product development team.

• Offer technical support to clients and fellow customer support team members.

• Become proficient in using the software and keep up-to-date with new features and improvements.

• Collaborate with customers and the development team to troubleshoot software issues.

• Evaluate new or enhanced functionalities and bug fixes prior to general release.

• Forward unresolved customer support inquiries to a Senior Support Specialist.

• Deliver user training on specific features or modules.

• Manage and supervise file server cleanup and maintenance.

• Create local Momentus sites for testing purposes.

• Act as a reliable resource for key accounts.

• Educate and nurture existing customer accounts.

• Showcase new features and distinct use cases.

• Address internal support requests, including demo configuration and support, document preparation, customer notifications, and NetSuite support.

⛳️ Requirements

• Minimum of 2 years of customer service experience, preferably in a high-growth SaaS environment.

• Exceptional communication skills via phone and email.

• Proficient in the Microsoft Office Suite (Word, Excel, etc.).

• Familiarity with report-writing tools and relational databases such as DevExpress, Crystal Reports, SQL, or MS Access is preferred.

• Availability for on-call support during weekends a few times each year.

• Experience in the venue/event industry is preferred.

• Empathetic and patient when assisting and instructing others on complex subjects.

• Detail-oriented and dedicated to producing high-quality work.

• Collaborative team member.

• Openness to discuss goals, expectations, tasks, and feedback.

• Proficient with SQL databases, data analytics, and reporting; experience with systems like MS Access, DevExpress, Excel, or Crystal Reports.

• Must reside in a U.S. state that does not currently require salary disclosure in job postings; candidates from California or other states with active pay transparency laws will not be considered.

🏝️ Benefits

• Fully remote work opportunity.

• Equal opportunity employer.

• Reasonable accommodations during the hiring process and on the job.

• Accessibility support for individuals with disabilities.