The Technical Customer Support provides basic user support to improve the experience of customers and/or end-users of their assigned product.
Job Description
This role works in a non-scripted support environment, specialists are expected and required to troubleshoot independently and think through problems, rather than follow a fixed call flow or script.
How you will make a significant impact:
- Build and maintain respectful and collaborative relationships with clients through responsiveness, expertise and awesome customer service
- Learn the inner workings of a member-management SaaS platform
- Troubleshoot and resolve client reported issues
- Train clients on how to best use a highly configurable platform
- Provide reporting to clients on the status of support cases
- Work with the Product Development team to address bugs and advance the product.
What you bring:
- Strong technical skills with the following: MS Word, PowerPoint, Excel, MS Outlook Windows/macOS, browsers, networking fundamentals, software installs, Microsoft 365
- Experience with HTML and CSS
- JavaScript knowledge & experience is an advantage
- Demonstrates confidence and professionalism in conversations without sounding scripted.
- Naturally builds rapport, adapts communication style to different audiences, and effectively guides discussions toward desired outcomes.
- Ability to work well in a team environment and collaborate with all levels of staff
- Capability to manage up and escalate as needed depending on the situation
- Prior experience supporting various software applications is an advantage.
- Aptitude to multi-task and prioritize while staying organized and managing time effectively
- Capacity to handle difficult situations effectively in a fast-paced environment
- Ability to understand technical jargon and communicate it to clients who have limited technical knowledge, simplify Technical Concepts, translate technical jargon into plain language for non-technical customers.
- Capability to think and act independently and apply critical thinking, gather facts quickly, eliminate possibilities, identify patterns, decide under pressure
- Excellent interpersonal skills, with a positive, friendly, and helpful attitude, handles frustrated customers, manage expectations, maintain ownership until resolution.
- Ticketing Systems knowledge is a plus! (ServiceNow, Zendesk, Freshdesk, Jira, Salesforce; document issues, update tickets, track resolutions, follow SLAs)
- Ability to actively listen, understand the real issue, clarify vague descriptions, avoid assumptions.
- Customer Management — handle frustrated customers, manage expectations, maintain ownership until resolution
- Product Learning Agility — learn new products quickly, read knowledge-based articles, stay current on updates
- Documentation — write clear ticket notes, root-cause findings, and resolution summaries— speak naturally, build rapport, adapt communication style, guide the conversation
- Nice to haves, CompTIA A+ and ITIL Foundation certifications.
About Us
Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on Momentive’s cloud-based software and services to address their most pressing challenges – from engaging their communities to simplifying operations and growing revenue. Designed to help organizations connect more, manage more, and ultimately expect more, Momentive's solutions are built with reliability at the core and strategically focus on fundraising, learning, events, careers, volunteering, accounting, and association management. Momentive partners with organizations that believe "good enough" is never enough – so they can bring on better outcomes for everyone they serve. 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 & Optical Benefits including Dependents
Flexible Planned Paid Time Off and Sick Leave
Inclusive and Welcoming Environment
Purpose-Driven Culture
Work-Life Balance
Passionate About Community Involvement
Company-Paid Life Insurance Coverage
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.
Skills Required
- Strong technical skills with Microsoft Word, PowerPoint, Excel, Outlook, Windows/macOS, browsers, networking fundamentals, software installation, and Microsoft 365
- Experience with HTML and CSS
- Strong customer service, communication, interpersonal, and rapport-building skills
- Ability to troubleshoot independently, apply critical thinking, identify patterns, and make decisions under pressure
- Ability to collaborate with teams, manage escalations, multitask, prioritize, and manage time effectively
- Ability to explain technical concepts in plain language to nontechnical customers
- Ability to handle frustrated customers, manage expectations, and maintain ownership through resolution
- Clear documentation skills, including ticket notes, root-cause findings, and resolution summaries
- JavaScript knowledge and experience
- Prior experience supporting software applications
- Knowledge of ticketing systems such as ServiceNow, Zendesk, Freshdesk, Jira, or Salesforce
- CompTIA A+ certification
- ITIL Foundation certification
- Eligibility to work in the Philippines without sponsorship
Momentive Software Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Momentive Software and has not been reviewed or approved by Momentive Software.
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Leave & Time Off Breadth — Generous PTO, paid holidays, paid parental leave, and paid volunteer time are offered; feedback suggests time off is a consistent bright spot. A remote‑first setup can make taking leave and managing schedules more practical.
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Flexible Benefits — Remote‑first options with remote and hybrid roles provide flexibility in work location and hours. Feedback suggests this flexibility helps offset middling cash compensation for some employees.
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Wellbeing & Lifestyle Benefits — Offerings include an Employee Assistance Program, HSA with employer contributions, and pet insurance. Feedback suggests these non‑cash elements contribute to overall package appeal despite tradeoffs elsewhere.
Momentive Software Insights
What We Do
Momentive Software (formerly Community Brands) amplifies the impact of over 30,000 purpose-driven organizations globally. 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.
