Associate Customer Support Specialist

Job Description

As a tech-savvy Technical Support Agent at PathLMS, you will work with our clients to ensure successful usage of our products and services, including Path LMS, PathLMS's industry-leading Learning Management System, as well as PathLMS's managed virtual events. Our Technical Support Agent's achieve this through understanding our various web-based platforms and relying on their technical knowledge and ability to troubleshoot a wide array of inquiries on a daily basis, from clearing the cache in a browser to identifying audio issues. Our main goal is to ensure that both end-users and administrators understand that we are there to solve their queries. This role will assist with our Level 1 inquiries and will collaborate with other technical teams to ensure a quick resolution for both learners and client admins.

As a member of the Client Support team, you will be the first point of contact for an individual requesting technical assistance. Support includes servicing Client admins and platform end-users/learners. The client experience you deliver will make you a critical player in driving long-term client success and demonstrating the value of our partnership. You will work cross-functionally with multiple internal teams to develop a keen understanding of customers' unique business needs and challenges, and proactively work to continuously improve the customer experience with enhanced knowledge and clear lines of escalation.

You will have a set default schedule of 8AM - 5PM Eastern Time, some flexibility is required. We have clients from all over the world and support for live events outside of normal local business hours is needed at times. We are looking to expand our coverage so a willingness to work nights and/or weekends is appreciated.

DUTIES & RESPONSIBILITIES

• Provide technical support via phone or tickets assisting platform end-users and admins with majority of our client base falling in the association industry as well as for profit education businesses
• Troubleshoot technical hardware and software issues involving internet connectivity, browser requirements, accessing webinars and live streams, and more
• Embrace a collaborative work environment where we are able to interact with other teams to continuously enhance our knowledge of our platform and service offerings
• Strive to increase the rate and speed of ticket resolution
• Track cases in ticketing system with appropriate and accurate information
• Escalate inquiries when necessary to Tier 2 & Tier 3 team members, with clear and detailed notes to ensure fast resolution
• Openness and comfort to telephone conversations with end users, as well as admins
• Stay current with platform/system information, changes, and updates
• Triage customer issues, debug, and find workarounds if possible
• Improve the PathLMS client experience through excellent customer interaction
• Submit and comment on bug reports and feature requests based on customer interactions
• Maintain high ticket performance and satisfaction
• Participate in the rotation to provide off-hour support
• Additional duties as assigned.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• 1+ years of experience in customer support
• Preferred experience: SaaS solution
• Versatility with technology and workflows, should have a high level of computer fluency
• Affinity for (and experience with) providing customer support and making customers happy
• Enjoy solving many small problems per day
• Strong attention to detail
• Ability to triage and resolve bugs, quickly and accurately
• Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, calls, and chat
• Experience with support platforms (ex. Salesforce, Freshdesk, Zendesk, etc.)
• Working knowledge of PC and Mac operating systems and browsers

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.