Customer Support

• Respond to and resolve incoming customer cases via phone, email, and chat, using Microsoft Dynamics CRM to manage and track case progress.
• Manage and resolve complex customer support cases related to software issues, configurations, and troubleshooting through Microsoft Dynamics CRM.
• Ensure cases are tracked and documented thoroughly, providing clear updates to customers and colleagues as needed.
• Communicate with frustrated or dissatisfied customers in a calm, professional manner, applying conflict resolution skills to de-escalate situations.
• Collaborate with other team members to manage case workloads and escalate more complex cases when needed.
• Assist team members with case escalations, offering guidance and solutions to help resolve challenging cases.
• Participate in creating and maintaining KBA documentation to enhance internal knowledge sharing and customer self-help resources.
• Continuously improve product knowledge to help customers effectively use the software and offer proactive suggestions for feature usage.
• Stay current with product features, software updates, and new functionalities to provide accurate and timely support.
• Adhere to the company's SOPs, ensuring consistent, high-quality service.
• Adapt to changing customer needs, new product features, and shifting priorities while maintaining a positive and professional attitude.
• Attend all scheduled M3 meetings and conference calls.
• Develop and maintain positive working relationships with customers through emails, phone calls, and other avenues.
• Take advantage of any continuing education, seminars, or workshops to better understand the programs and to be more knowledgeable in assisting customers.
• Assist all other M3 team members in customer support where needed.
• Other duties as assigned

Software Support Specialist II

Human Resources

• The HR Generalist will support the entire HR team by contributing across Learning & Development, Engagement, Payroll, and Recruiting. This position will play a key role in delivering a consistent and positive employee experience by supporting programs that enhance engagement, development, and day-to-day HR operations across the organization.
• Essential Duties: The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.
• HR Operations & Generalist Support: Provide day-to-day administrative support to HR across areas such as recruiting, engagement, payroll coordination, and compliance.
• Post job openings, schedule interviews, and assist with candidate communications in support of the recruitment process.
• Help maintain and organize employee files, job descriptions, and HR documentation.
• Assist in updating HR forms, processes, and systems to ensure accuracy and efficiency.
• Uphold confidentiality and professional discretion in handling sensitive HR matters.
• Partner with HR leadership to support the planning and delivery of training programs, employee development workshops, and learning initiatives.
• Maintain training calendars, assist with scheduling, and help coordinate logistics for in-person and virtual training sessions.
• Support onboarding and orientation efforts by ensuring new hires receive a consistent and well-organized introduction to the company.
• Maintain and update training records and learning content within the Learning Management System (LMS).
• Gather feedback on training programs to support HR leadership in evaluating effectiveness and identifying areas for improvement.
• Collaborate with HR leadership to implement engagement strategies that align with company culture and values.
• Help coordinate employee events, recognition programs, and wellness initiatives, including setup and logistical support.
• Assist with internal communications related to employee experience and engagement.
• Track participation and support engagement surveys or pulse checks to help inform HR strategy.
• Education/Training/Experience: Bachelor’s degree in Human Resources, Business Administration, or a related field preferred
• 1-3 years of HR experience.
• Prior experience using HR systems such as an HRIS, payroll, ATS preferred.
• This position requires the ability to work in an office setting, sitting at a computer workstation, with the ability to work most the day using the computer, telephone, and basic office equipment.
• This position requires professionalism, the highest degree of confidentiality, sound judgment, and discretion.
• This position requires excellent interpersonal skills with the ability to communicate articulately using professionally written and spoken English.
• Must have strong written and verbal skills in English.
• Must know a variety of computer software applications in word processing, spreadsheets, databases, and presentation software (MSWord, Excel, PowerPoint).
• Must be able to build and maintain positive business relationships with co-workers and other business contacts.
• Physical Requirements:
• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
• Ability to travel in representing the company’s interests required.
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
• Ability to present training in a business setting.
• Ability to bend and lift up to 25 lbs.