Customer Support Specialist I
About us:
Momentus provides industry-leading event and venue management software to customers in over 50 countries around the world, serving thousands of customers that power millions of events. In the age of digital transformation, our comprehensive platform offers event professionals leading-edge SaaS technology that provides a 360 view of their business, allowing them to cut costs, save time, and increase revenue. Momentus technology powers top shows around the world, famous museums, global convention centers, performing arts venues, professional sports arenas, and other unique venues. Our client list includes The Apollo Theatre, Mercedes-Benz Stadium, Harvard University, Portland'5 Centers for the Arts, the Javitz Center, and St. Louis Art Museum. Some of our global clients include: ExCel London, Museum of Contemporary Art Australia, Omanexpo, the China National Convention Center, the Porsche Experience Center in Germany and the Sydney Opera House.
Job Description:
As a Support Specialist, you will assist our clients with technical support through support emails, phone calls, and online training meetings. Additional roles include assisting with software testing and the setup of new accounts, conducting online support and training, gathering feedback for our product team, and providing technical support to both clients as well as other members of the customer support team.
Responsibilities:
- Become an expert user on our software and keep up to date with new features and enhancements.
- Working with customers and the Momentus development team to resolve software errors.
- Test new/improved functionality and/or bug fixes prior to general release.
- Escalate any customer support requests that cannot be resolved, to a Senior Support Specialist.
- Provide user training on specific features and or modules.
- Maintain and oversee file server cleanup and maintenance.
- Build local Momentus sites for testing
- Become a trusted resource for key accounts.
- Educate and develop existing customer accounts.
- Demonstrate new features and unique use cases.
- Action internal support requests such as, demo configuration and support, document preparation, customer notifications and NetSuite administration.