Customer Support Associate

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.

Job Description

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:

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

Qualifications

• Customer service experience in a high growth saas company
• Excellent phone and email communication
• Proficient in Microsoft Suite (Word, Excel, etc) 
• 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 communicate professionally, yet personably, in person, on the phone, and over email.
• 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 love serving people.
• You are a team player.
• 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 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 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 have experience with HTML or creating and formatting digital documents — and have an eye for detail and aesthetics.
• You’re great at “zooming out” to see the big picture, but not afraid to drill down to the details when needed.
• You are self-motivated and thrive working in a fast-paced environment.

Additional Information

• Exceptional 401k match  - 80% match of the first 10% deferral.
• Unlimited time off with a recommended minimum of 15 days off to allow for rest and recharge.
• Paid parental leave. We want parents to have an opportunity to bond with their new little bundles of joy.
• No dress code! Come as you are. We know the