Associate Support Analyst

DUTIES & RESPONSIBILITIES:

• Provide timely responses to customer service inquiries via product ticket system
• Work with customers to identify and replicate errors and defects through a variety of communications means to ensure resolution
• Collaborate with team members to provide resolutions to customer inquiries
• Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes
• Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue
• Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores
• Train new and existing customers on the product you support through phone calls and email, as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

· Experience:

• High school diploma or its equivalent
• Bachelor’s Degree preferred
• 1-2 years of customer service experience preferred

Computer/Technical:

• Basic knowledge of Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
• Demonstrate ability to learn and understand basic office software applications
• Comfortable with technology

· Other Skills:

• Strong organizational skills
• Excellent verbal and written communication skills
• Telephone skills/etiquette; call screening
• Ability to prioritize work and handle multiple tasks
• Excellent time management skills
• Attention to detail
• Ability to learn new technologies.

WORKING CONDITIONS:

• Normal office environment
• Extending viewing of computer screens
• Some overnight travel required

ESSENTIAL FUNCTIONS:

• Spends time at a computer workstation and desk.
• Moves throughout department or other locations to access or exchange information.
• May involve carrying loads up to 50 lbs. and being able to remain in a stationary position.
• May involve lowering oneself to file, and reaching, twisting or turning.
• Involves handling office materials, typing, writing and other tasks that require manual dexterity.
• Continuous listening.
• Ability to communicate information.
• This job may require accommodating different bodily movements and physical abilities

Momentive Software amplifies the impact of over 30,000 purpose-driven organizations in over 30 countries. Mission–driven organizations and associations rely on the company’s cloud-based software and services to solve their most critical challenges: engage the people they serve, simplify operations, and grow revenue. Built with reliability at the core and strategically focused on events, careers, fundraising, financials, and operations, our solutions suite is bound by a common purpose to serve the organizations that make our communities a better place to live. Learn more at momentivesoftware.com
 

At Momentive Software, we’re a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change. If you’re looking for a place where your work matters and your ideas are valued, you’ll find it here.
Medical, Dental & Vision Benefits
401(k) Savings Plan & Company Match
Flexible Planned Paid Time Off
Generous Sick Leave
Casual Environment
Purpose-Driven Culture
Work-Life Balance
Passionate About Community Involvement
Company Paid Parental Leave
Company Paid Short Term Disability
Hybrid Work Arrangement
Hazard Pay
Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the Philippines (without sponsorship), and to complete the required employment eligibility verification form upon hire.