Momentive Software

Technical Support Advisor

Momentive Software

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

SQL

About the role

  • 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.

Requirements

  • 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.
  • 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
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SQLreport buildingtroubleshootingdata accuracytechnical supportprocess improvementproduct documentationclient relationship managementSaaSLearning Management System
Soft Skills
analytical skillsorganizational skillscommunication skillstime-management skillscollaborationclient successproblem-solvingproactive supportexpectation managementcross-functional teamwork