Technical Support Specialist 1 (Remote)

Department: Customer Success

Employment Type: Full Time

Location: Remote, USA

Description

YOUR OPPORTUNITYWe are excited to welcome a Technical Support Specialist to join our dedicated global Technical Support team. You’ll hit the ground running to help provide technical and customer service support to InMoment customers and clients by adding your own personal touch.
In this role, you can have an immediate impact in a high-growth environment. With the projects and initiatives ahead, the role demands a smart, hardworking, and passionate individual to hop on board. You will be troubleshooting and clearly communicating solutions to customer issues in a user-friendly and professional manner by phone, email, and chat. We value our employees and encourage each person to contribute their ideas for improvement in both daily procedures and long-term goals. This is an entry level position with the opportunity to launch your career in a fun tech environment in the booming CX space.

WHO WE ARE  At InMoment, we have a saying: #OwnTheMomentsThatMatter. And we live it! As a team, we recognize that every moment offers a new opportunity to make an impact and leave our mark. We take deliberate action to make the lives of our families, teammates, clients, and community better within every interaction.
We are dedicated to our game-changing mission of Experience Improvement (XI), helping our clients improve experiences at the intersection of value—where customer, employee, and business needs come together. We consistently challenge the status quo in the customer experience (CX), employee experience (EX), market research (MX), and product experience (PX) industries with our hyper-modern technology platform, decades of domain authority, and global teams of experts. And we have more innovation in store!
Are you ready to #OwnTheMomentsThatMatter with us?

What You'll Do

WHO YOU ARE

• You have a Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Previous experience in a technical support or customer service role is preferred but not required.
• Basic understanding of computer systems, networks, and software applications.
• Excellent problem-solving skills and attention to detail.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Customer-focused attitude with a commitment to providing exceptional service.
• Ability to work independently and as part of a team in a fast-paced environment.
• Willingness to learn and adapt to new technologies and processes.
• Good organizational skills and the ability to manage multiple tasks simultaneously.
• Familiarity with support tools and software, such as ticketing systems, is a plus.

Skills, Knowledge and Expertise

WHAT YOU’LL DO 

• Provide first-level technical support to customers via phone, email, or chat, ensuring a high level of customer satisfaction.
• Troubleshoot and resolve basic technical issues related to computer systems, software applications, and networks.
• Escalate complex issues to higher-level support or relevant departments as necessary.
• Document and track customer issues, resolutions, and follow-up actions in the support ticketing system.
• Assist customers with product installations, configurations, and usage instructions.
• Collaborate with team members to share knowledge and improve support processes.
• Stay updated on product features, technical specifications, and industry trends.
• Contribute to the creation and maintenance of support documentation, such as FAQs and knowledge base articles.
• Participate in training sessions and team meetings to enhance skills and knowledge.
• Provide feedback to improve products, services, and customer support processes.

Benefits

WHAT YOU’LL GAIN 

• Autonomy - We trust our employees and offer an extremely flexible work schedule
• Unlimited PTO - We encourage all employees to recharge!
• Medical with HSA (which includes generous employer match & contribution) and FSA options
• Dental and vision insurance
• 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance
• Generous Parental leave program
• Legal, ID theft, and employer-paid disability and life insurance
• Access to wellbeing initiatives and offerings such as our Employee Assistance Program
• Fun, innovative, collaborative, supportive working environment
• Inclusion and Diversi