Technical Customer Support

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.
#LI-AC1 #momentivesoftware
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.
Why Work Here?
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.