Full-Time Application Support Specialist

As an Application Support Specialist, you will assist our clients through support emails, phone calls, and online training meetings.

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.
• Working with customers and the Momentus development team to resolve software errors.
• Test new/improved functionality and/or bug fixes prior to general release.
• Escalate any customer support requests that cannot be resolved, to a Senior Support Specialist.
• Provide user training on specific features and/or modules.
• Maintain and oversee file server cleanup and maintenance.
• Build local Momentus sites for testing.
• Become a trusted resource for key accounts.
• Educate and develop existing customer accounts.
• Demonstrate new features and unique use cases.
• Action internal support requests such as, demo configuration and support, document preparation, customer notifications and NetSuite administration.

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.

Availability for on-call support over the weekend a few times a year.

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.

What is the last date for applying to the job?

Which countries are accepted for this remote job?