Technical Support Advisor

A Technical Support Advisor will work with existing clients to support the success and growth of their eLearning goals, utilizing Crowd Wisdom. Our Technical Support Advisor achieves this through understanding clients’ business goals and objectives, developing a strong rapport, responding to tickets in a timely manner, and proactively working with clients to adopt new features. You will work cross-functionally with multiple internal teams to maintain a superior understanding of Momentive Software’s Products and Services to help answer customers’ technical questions. As a member of the Technical Support team, you will help support a portfolio of accounts with a diverse set of clients, and as one of their main points of contact for Momentive Software Crowd Wisdom, you will be a critical player in driving long-term client success and demonstrating the value of the Momentive Software solution.
You may work cross-functionally with multiple internal teams to maintain a superior understanding of Momentive Software’s Products and Services to help answer clients’ technical questions.

DUTIES & RESPONSIBILITIES:

• Quickly and effectively support clients by responding to client’ technical questions as outlined by our SLAs

• Point of escalation for Technical Support Agents

• Effectively identify system bugs, communicate details to the Engineering Team, manage client expectations, and communicate progress & resolutions to our clients 

• Understand product updates and proactively support clients when an update will affect their site / user workflow 

• Ensure product feedback is being submitted to the Product Team in a timely and detailed manner for both product improvements

• Join daily and weekly support team calls/stand-ups

• Host Technical Support Advisor Office Hours, answering clients’ questions 

• Review and contribute to product documentation based on client and internal feedback 

• Proactively help clients implement new features

• Work with the support team to identify end-user issue trends and collaborate to remedy

• Own updates of Salesforce Account for client details & contacts

• Serve as the Subject Matter Expert (SME) for Crowd Wisdom, providing guidance and support to internal teams

• Develop and refine reports for clients using the report builder, ensuring data accuracy and actionable insights

• Manage technical relationships alongside the CSMs with Enterprise clients, participating in bi-monthly calls to provide technical expertise, address concerns, and drive client success.

• Partner with CSMs to reduce churn and solve client friction points

• Work closely with CSMs to identify trends in client feature requests

• Listen for signs of churn and reach out to CSM

• Communicate upgrades/issues to CSM with the lowest friction to the client

• Assist the CSMs with technical requests that are escalated from calls and interactions with clients

• Identify upsell/cross-sell opportunities

• Continually strive to improve Technical Support Analyst processes by enhancing best practices and proactively identifying areas of improvement

• Identify gaps in developed processes in our handbook and help desk in Salesforce

• Collaborate to get new and updated support documentation published

• Update support documentation (handbook/help desk – Salesforce)

• Other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• 3–5 years of experience in a client-facing technical role, such as Technical Support Representative, Technical Account Manager, Technical Support Engineer, or Customer Success Engineer, ideally within a SaaS or Learning Management System (LMS) environment.

• Proven experience managing multiple client relationships, preferably including enterprise-level accounts.

• Demonstrated ability to collaborate cross-functionally with internal teams including Product, Engineering, Support, and Client Success.

• Strong analytical and reporting skills, with experience using report builders or similar tools to derive actionable insights for clients.

• Excellent organizational, communication, and time-management skills with the ability to prioritize competing tasks.

• Experience contributing to product documentation and internal process improvements is a plus.

Computer/Technical:

• Familiarity with ticketing systems, CRMs (such as Salesforce), and help desk platforms (e.g., Elevio, Zendesk, Freshdesk, Salesforce ServiceCloud).

• Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook

• Strong understanding of web-based applications, with the ability to troubleshoot complex issues and communicate technical concepts to non-technical users.

• Ability to learn and understand basic office software applications

• Basic understanding/ability to learn programs such as SQL, OS set-up

• IT background

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

WORKING CONDITIONS:

• Normal office environment

• Extending viewing of computer screens

#LI-NR1 #momentivesoftware

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 & Vision Benefits

401(k) Savings Plan with Company Match

Flexible Planned Paid Time Off

Generous Sick Leave

Inclusive & Welcoming Environment

Purpose-Driven Culture

Work-Life Balance

Commitment to Community Involvement

Employer-Paid Parental Leave

Employer-Paid Short-Term Disability

Remote Work Flexibility
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 United States (without sponsorship), and to complete the required employment eligibility verification form upon hire.